Case study · Insurance Operations

P&C Insurance Claims Case Study: 4.2-Minute Intake Turnaround

Primary outcome (Actigy BPO-reported)

In an anonymized engagement, Actigy BPO cut claims intake turnaround time (TAT) from 42.5 minutes to 4.2 minutes (90.1%). The team cut claims leakage from 5.8% to 0.3% of volume and raised full-time equivalent (FTE) throughput 4x. It ran processes aligned to the client's NAIC-based requirements (NAIC: National Association of Insurance Commissioners).

Results come from anonymized client engagements, are reported by Actigy BPO and are not independently audited. Results depend on scope.

Engagement boundary: this claims case separates intake and pre-adjudication work from the client's final claims decisions and payment release. Published attrition figures use different definitions, so compare them in the BPO attrition rate benchmark before you rely on one.

By Actigy BPO Editorial Team Published June 14, 2026 · Last updated October 25, 2026

4.2

Minute Claim Intake TAT

0.3%

Claims Leakage, Down From 5.8% of Volume

FTE Throughput

Based on a real engagement. The client is anonymized and some operational details are generalized to protect confidentiality; the metrics reflect the engagement as delivered.

Engagement summary

The claims team ran intake and pre-adjudication for an anonymized mid-market InsurTech third-party administrator (TPA) in property and casualty (P&C) insurance. The workflow followed the client's NAIC-based requirements, with final claims decisions retained by the client.

Delivery model: Managed operations team
Client Segment: Mid-Market InsurTech TPA (Property & Casualty)
Core Systems Intersected: Guidewire ClaimCenter, Salesforce Financial Services Cloud, Actigy BPO ClaimsVision
Scope delivered: Claims intake, evidence preparation and pre-adjudication routing

The challenge: slow FNOL intake at a P&C insurer

Irregular first notice of loss (FNOL) documentation delayed the InsurTech TPA. Unstructured records caused service-level agreement (SLA) breaches, high storage fees and regulatory threats.

Workflow and monthly volume

The intake team managed the front-end claims lifecycle up to, but not including, the adjudication decision. The team worked from Poland.

Process volume

The team handled these monthly volumes:

Claims: 22,000+ multi-line insurance claims processed per month
Unstructured media: 140,000+ pages parsed per month
Fraud referrals: 850+ flagged per month

Team

Dedicated delivery team: 1 insurance operations delivery director, 3 claims evaluators and 22 pre-adjudication specialists

Workflow

The team ran four workflow steps:

FNOL validation & intake: Structured capture and completeness checks
Evidence bundling & structuring: Police reports, medical charts, and supporting media
Pre-adjudication logic mapping: Routing claims to the correct decision path
Fraud and Special Investigations Unit (SIU) routing: Flagging suspicious claims for the SIU

Quality assurance model

The QA team operated a dual-stage underwriting audit framework. Localized safety rules checked every extraction. Claims evaluators reviewed all outputs before hand-off.

Stage 1: Automated extraction checks against localized rules
Stage 2: Licensed claims evaluator review of every output

Tools

Client stack: Guidewire ClaimCenter, Salesforce Financial Services Cloud
Proprietary infrastructure: Actigy BPO ClaimsVision (proprietary vision-language model)

What stayed with the client

The client kept full legal authority on claims decisions. The intake team never denies or approves payouts. Only the client’s internal adjusters released final payments.

Results

The figures below describe this anonymized engagement, not a forecast for another scope.

Claims intake results: client baseline and engagement outcome (Actigy BPO-reported)
Operational Metric	Legacy State	Engagement outcome	Performance Delta
Claims Intake Turnaround (TAT)	42.5 Minutes	4.2 Minutes	90.1% Cycle Reduction
Claims Leakage (Inaccurate Payouts)	5.8% of volume	0.3% of volume	Leakage fell from 5.8% to 0.3% of volume
FTE Output Capacity	12 Claims/Day	48 Claims/Day	4x Throughput Scaling

Additional before-and-after key performance indicators (KPIs) (Actigy BPO-reported):

Outstanding pending intakes: The intake team cut outstanding pending intakes by 92% in 30 days.
Policyholder NPS: The engagement lifted policyholder net promoter score (NPS) from +14 to +52.
State audits: The intake team kept processes aligned to the client's NAIC-based requirements.

How the pilot worked

The delivery lead scaled only after the pilot proved accuracy and turnaround.

Timeline to pilot

12 days to pilot 800 live evaluations.

Timeline to scale

31 days to scale across all 50 US jurisdictions with 24/7 coverage.

Services used

This engagement used insurance claims outsourcing: FNOL intake, evidence bundling, pre-adjudication routing and fraud referrals.

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Engagement outcomes (Actigy BPO-reported)

This case describes claims intake and pre-adjudication under the client's rules. The reported team, turnaround, pilot, and rollout belong to this engagement, not a standard promise for another TPA.

Poland-based claims team

The dedicated claims team worked from Poland. Assess the intake checks, licensed review, access, and client approvals described in the case separately from the team's location.

Pilot first, scale on SLA proof

The pilot team processed 800 live claim evaluations in 12 days, scaling only after accuracy and turnaround proved out.

You keep the decisions

The client kept absolute legal authority over claim decisions - the intake team never approves or denies payouts. Final releases stayed with licensed staff.

Reported intake turnaround

The case records 4.2-minute claim intake with processes aligned to the client's NAIC-based requirements. This is a company-reported case description, not an independent regulatory certification or comparison with in-house costs.

Frequently asked questions

How did the intake team bring turnaround to 4.2 minutes?

The managed claims team combined structured intake, automated triage and maker-checker review. The team reached a 4.2-minute intake turnaround and cut claims leakage from 5.8% to 0.3% of volume, with processes aligned to the client's NAIC-based requirements. (Actigy BPO-reported)

Was the insurance claims team offshore?

This intake team worked from Poland. Nearshore and offshore are relative to the buyer's location. The case describes intake controls and licensed client decision-makers; it does not establish better regulatory performance than other claims providers.

Did the client keep authority over claim decisions?

Yes. The intake team never approves or denies payouts. The client retained absolute legal authority over claim outcomes, and all final releases stayed with the client's licensed staff.

How fast did the insurance-claims engagement go live?

The pilot team processed 800 live evaluations in 12 days. The team scaled only after the pilot proved accuracy and turnaround. (Actigy BPO-reported)

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