Case Study
How Task Mining Reshaped the Property Claims Process for a Leading US Insurance Provider
See how Cognitio Analytics enabled a top insurer to streamline property claims, reduce inefficiencies, and build smarter workflows through task mining.
Property claims processing is at the heart of customer trust in insurance — but when systems are fragmented, workflows inconsistent, and employees overloaded, inefficiencies quickly pile up.
For a leading US-based insurance provider, this reality was becoming all too familiar. Claims processing teams struggled with manual data entry, repetitive tasks, and unclear workload distribution. To regain efficiency and deliver a better experience, the company partnered with Cognitio Analytics and leveraged task mining to uncover the true nature of work.
The Challenge
Multiple systems and manual workflows created friction and frustration
No visibility into time-consuming or redundant tasks
Inconsistent processes across teams handling property claims
Lack of data to allocate workloads effectively across claim categories
The Turning Point
The insurer needed more than assumptions or high-level dashboards — they needed clarity on how work actually happened. With task mining, leaders gained real-time visibility into employee interactions, revealing hidden inefficiencies and workload imbalances.
Key discoveries included:
Time wasted switching between Outlook and claims applications
Repeated manual uploading of documents
Overburdened teams in some categories, while others had unused capacity
Armed with these insights, the company redesigned the process for speed, accuracy, and fairness — setting the stage for smarter automation and more satisfied customers.
The Transformation
Cognitio Analytics helped the insurer implement:
- Mail Token Integration – Emails could be managed within the claims app, eliminating constant app-switching.
- Automated Document Uploads – Incoming email attachments were instantly routed to the claims system, reducing errors.
- Smart Templates for Notes & Emails – A library of pre-approved communication templates streamlined correspondence and strengthened compliance.
The Impact
- 20% reduction in time lost to app-switching and email editing
- Consistency in communications across claims teams
- Lower risk of lost or misplaced claim documents
- Data-driven workload balancing across claim categories
Get the Full Case Study
Explore how task mining can reveal hidden inefficiencies, optimize workloads, and transform your business processes. Download the full case study today.