Allianz: 70% straight-through claims processing

The problem

Two hundred claims a week, every one manually triaged. A cracked windscreen sat in the same queue as a multi-party liability dispute. Average cycle time: eleven days. The bottleneck was not the complex claims. It was the simple ones consuming handler capacity.

The claims team was not understaffed. They were misallocated. Senior handlers with deep expertise in liability disputes were spending a third of their time on claims that a junior analyst could close in minutes.

The solution

We built a triage system that classifies every incoming claim by complexity, assesses documentation completeness, and routes it to the appropriate resolution path before a human touches it. Claims meeting straight-through criteria (low value, complete documentation, no liability dispute, high model confidence) are approved automatically with full audit trail.

Complex claims go directly to the right specialist. A subsidence claim reaches a structural expert. A multi-vehicle accident reaches a liability handler. No general queue.

The result

Seventy per cent of claims now settle straight-through without handler intervention. Payment initiates the same day the claim is filed. Cycle time dropped by three days across all claim types.

Fraud detection rate unchanged. The criteria were designed conservatively. Any claim with marginal fraud indicators routes to a handler. The system removes the burden of obvious claims, not the judgement on ambiguous ones.