A fast-growing personal lines digital insurer had built early success on competitive pricing and a smooth customer onboarding journey. However, growth brought new pressure. Claims volumes rose sharply and the business still relied on manual effort for document checks, triage and decision reviews.
A small internal technology team was split between backlog, BAU support and regulatory responsibilities, creating a widening gap between the company’s goals and its ability to deliver. Leadership recognised that AI could speed up claims handling, improve cost efficiency and deliver quicker customer responses, but the organisation lacked a practical roadmap and the capacity to deliver change alongside day-to-day demand.
The insurer engaged TechGenetix to identify where AI and machine-learning automation could be introduced, build clarity and prioritise investment, while easing operational strain.
TechGenetix began with a structured maturity assessment across data, systems, workflows, governance and team readiness. This surfaced key blockers to automation, including fragmented data, inconsistent processes and limited governance around technology evaluation.
Working closely with the leadership team, TechGenetix shaped an AI strategy grounded in the insurer’s operating reality. Priority opportunities included automated claims triage, document classification, fraud detection and human-in-the-loop decision support. A lightweight operating model set out roles, responsibilities, safeguards and governance to ensure AI adoption remained controlled and responsible.
To maintain progress, TechGenetix provided on-demand engineers and delivery leads embedded into internal teams. This flexible support enabled early pilots and capability build-out without the need to add permanent headcount.
Within months, manual effort in early-stage claims processing reduced significantly. AI-supported triage helped move straightforward cases through faster, giving customers quicker decisions and clearer communication. Internal teams gained time to focus on other business priorities.
Leadership now has a clear roadmap, structured oversight and the confidence to scale AI adoption at a sensible pace. Continued access to TechGenetix capability allows the insurer to scale automation.
The organisation now operates with a strong foundation for responsible, high-impact AI adoption supported by a trusted delivery partner.
