Case Study: Modernizing Insurance Claims Management with Insurity ClaimsXPress
A leading insurance provider recognized that its legacy claims management system was holding back both operational efficiency and customer experience. Relying heavily on manual, paper-based processes, the organization struggled with slow claims resolution, inconsistent handling across lines of business, and limited reporting capabilities. These inefficiencies drove up administrative costs, introduced compliance risks, and frustrated policyholders.
To address these challenges, the company partnered with Sikich to implement Insurity’s ClaimsXPress, a modern claims management platform. Over the course of an 11-month engagement, Sikich guided the organization through a comprehensive transformation that replaced outdated systems with a digital-first solution.
Challenges with Legacy Insurance Claims Systems
Before beginning this project, the insurance company faced several critical pain points:
- Inefficiency from manual claims handling – Paper-based workflows slowed down processing times and created bottlenecks.
- High administrative overhead – Staff spent significant time on redundant tasks and manual data entry.
- Limited visibility into claims data – Reporting and analytics were constrained, requiring days of manual compilation.
- Inconsistent claim handling – Variability across teams increased the risk of errors and compliance issues.
The leadership team knew that modernizing claims management was about efficiency and was essential for scalability and delivering a better customer experience.
Business Objectives for Digital Transformation in Claims Management
The insurer outlined clear goals for the initiative:
- Automate and streamline workflows to reduce manual effort.
- Accelerate claims processing times to improve customer satisfaction.
- Enhance data visibility and reporting with real-time dashboards.
- Support scalability and growth by moving away from restrictive legacy systems.
- Ensure consistent claims handling across all lines of business.
Why Sikich Was Selected as the Insurance Technology Partner
The client chose Sikich because of our deep expertise in insurance technology, proven track record with Insurity platforms, and consultative approach to digital transformation. Unlike competitors who offered generic solutions, Sikich tailored the implementation to the insurer’s unique processes while maintaining industry best practices.
End-to-End Implementation of Insurity ClaimsXPress
Sikich delivered a full-scale implementation of Insurity’s ClaimsXPress, covering solution design, configuration, testing, deployment, go-live, and hypercare support.
The insurer needed to accommodate a wide variety of business lines, each with unique claims processes. To achieve this objective, the Sikich team designed flexible workflows and tailored platform configurations, ensuring both adaptability and consistency.
Sikich also leveraged AI-enabled project delivery methods to accelerate testing cycles, strengthen quality assurance, and minimize implementation risk. This innovative approach shortened delivery timelines while ensuring accuracy and scalability.
Achieving Key Project Milestones
Reaching success in a project of this scale required careful coordination, clear communication, and a commitment to meeting the client’s unique needs. Over the course of 11 months, Sikich worked closely with the insurer’s teams to guide them through every stage of the modernization, from design and testing to deployment and adoption. Each milestone marked technical progress and a shift in how the organization approached claims management.
Key milestones included:
- Successful onboarding of the claims, underwriting, and core business teams.
- Seamless system go-live, with immediate user adoption.
- Strong user adoption within the first month, supported by structured training sessions.
- Real-time reporting dashboards deployed for leadership visibility.
Each of these achievements built confidence in the new system and demonstrated the long-term value of the investment.
Through its partnership with Sikich, this insurance organization successfully transitioned from outdated, manual claims handling to a modern, digital-first approach.
Measurable Results of Insurance Claims Modernization
The transformation delivered tangible business outcomes:
- Faster claims resolution – Claims resolution, previously slowed by multi-day manual reviews and hand-offs, is streamlined with automated workflows and real-time visibility.
- Reduced manual effort – Automation cut down on data entry and rework, freeing staff for higher-value tasks.
- Improved accuracy – Standardized workflows reduced errors and compliance risks.
- Better decision-making – Leadership gained real-time visibility into claims data through intuitive dashboards.
- Enhanced customer experience – Shorter turnaround times improved policyholder satisfaction.
Building a Scalable Digital Future for Insurance Claims
This modernization project laid the foundation for sustainable growth. By replacing outdated manual processes with ClaimsXPress, the insurer is now equipped to:
- Scale operations efficiently as claims volume grows.
- Adapt to regulatory changes and market shifts more quickly.
- Continue improving the customer experience with consistent, timely claim handling.
Future opportunities include expanding automation into underwriting and policy administration, deepening analytics capabilities, and integrating ClaimsXPress with additional enterprise systems.
Lessons Learned from Implementing ClaimsXPress in Insurance
A key takeaway from this engagement was the importance of early alignment with stakeholders on process design and user acceptance testing. Additionally, structured training and enablement proved critical in accelerating adoption. Finally, tailoring configurations to balance flexibility and consistency ensured the system met the diverse needs of multiple business lines without compromising efficiency.
Partnering with Sikich to Drive Insurance Innovation
Through its partnership with Sikich, this insurance organization successfully transitioned from outdated, manual claims handling to a modern, digital-first approach. By implementing Insurity’s ClaimsXPress, the company improved efficiency and accuracy while positioning itself for long-term growth and customer satisfaction.
This project demonstrates how Sikich’s combination of industry expertise, innovative technology delivery, and commitment to client success enables insurers to modernize operations and achieve their strategic business goals.
Ready to Modernize Your Insurance Claims Operations?
If your organization is facing similar challenges with legacy systems, manual processes, or inefficient claims management, Sikich can help. Our team has the expertise and proven methodologies to deliver modern insurance technology solutions that streamline workflows, improve data visibility, and enhance customer experiences.