Reimagining Claims and Operational Reporting For a Global Insurance Corporation
How adopting Oracle BI with dynamic data visualization templates allowed a global insurance corporation with 150,000+ docs turnover to automate 92% of its claims reporting and operational analytics workflows, decrease flaw detection time from several days to 2–4 hours, and leave no room for human error.
Domain:
Enterprise Content Management
Budget:
$2.000.000 +
Team:
13 developers, 4 QA engineers, 2 Team Leads, a Project Manager
Duration:
4 years
Challenge
About 150,000 documents, such as claims files, policy documents, underwriting dossiers, and related records, are created annually within our client’s organization. Their lifecycle spans claim registration, assessment, approval, payout, compliance review, and long-term archiving. Although the company had already moved away from fully paper-based processes, many workflows remained fragmented across legacy systems, leading to delays, duplicated efforts, and limited transparency into ongoing operations.
As the organization scaled beyond thousands of employees, these inefficiencies manifested as major bottlenecks, hindering core insurance processes:
- Claims approvals and policy-related workflows were frequently slowed down by manual coordination, while operational data remained scattered across departments.
- Executives lacked a consolidated view of operational performance, making it difficult to detect bottlenecks early, manage service levels, or prioritize actions based on real-time insights.
At the same time, increasing regulatory pressure required consistent, traceable reporting supported by reliable data. Without automation and end-to-end visibility into claims and workflows, the company faced growing operational risk and limited ability to improve performance at scale.
Under these conditions, implementing a BI-driven approach to reporting and analysis became vital for ensuring transparency, efficiency, and sustainable growth.
Task
The Instinctools team took over rewiring the existing document workflow system and turning it into a practical reporting tool for insurance operations. The goal was to give teams a clear view of claims and operational processes, make reporting faster and easier, and enable near real-time analytical visibility across departments and business units instead of semi-manual tracking.
Solution
Working on the project, our team:
- Rebuilt and optimized the reporting system so reports could be generated faster and used more effectively in day-to-day operations
- Added deferred reporting, allowing heavy reports to run in the background without interrupting ongoing work
- Introduced dynamic reporting, where dashboards and visualizations automatically update as claims-related and operational data changes
- Enabled on-demand reporting and processing for large datasets, helping teams work with high volumes of claims and policy data without delays
- Designed a view-based Oracle DB data model (dynamic and materialized views) to ensure stable, consistent access to operational data
- Created reusable visualization templates to simplify reporting and keep analytics consistent across teams
- Improved the system interface to make reporting workflows more intuitive for business and operational users
As a result, most reporting steps that previously required manual data collection, preparation, and formatting were automated, removing repetitive work from claims and operational teams.
Key features
Improved UI/UX design for faster navigation across claims and operational reports
Flexible data analysis with the ability to slice and dice large volumes of claims and policy data
Historical data preservation for tracking trends and comparing past and current performance
Access Control List (ACL) integration to manage report visibility based on user roles and responsibilities
Benefits
- Clear visibility into current and historical claims and operational processes
- More informative reports that support faster decision-making
- Easier identification of bottlenecks and problem areas requiring immediate attention
- Reduced time needed to detect issues and inconsistencies in operational workflows
- Role-based access to reports, ensuring teams see the data relevant to their responsibilities
- Improved end-to-end transparency, allowing executives to monitor operational execution across departments
- Data export in multiple formats for deeper analysis in third-party tools
