Claims Handling Automation

Streamlining the Claims handling process with use of robotic process automation.

The Problem

Lockton International wanted to improve their claims processes and remove manual tasks to improve efficiencies

Lockton process around 20,000 messages per year from the London Market claims application “CLASS” for underwriter responses and messages associated to claims via the bureau. Lockton have a team of remote workers that manually interact with three separate line-of-business applications to monitor claims, create tasks, assign claims handlers and manage the end-to-end process.


The manual process is costly and inefficient and liable to human error due to its repetitive nature

The Solution

ImageFast implemented intelligent RPA using Kofax RPA software

ImageFast implemented an intelligent automation solution to monitor the CLASS application and automatically create and assign tasks to claims handlers internally. The implemented automation solution can handle more requests per day than the human team with live exception reporting baked in.

The implemented solution has released the remote workers from the repetitive CLASS monitoring task and increased capacity in the team for them to deliver value-added work for their clients


Delivering cost savings and process improvements

The intelligent automation helped remove many of the manual processes from the claims handling process, removing significant administrative overhead to create capacity within Claims to focus on client service.

“ImageFast’s London Market insurance knowledge and collaborative approach ensured the smooth integration of legacy bureau technology into the Lockton business and claims workflow creating additional capacity to focus on the most important thing, the client.”

Lockton International

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