Insurance · Polish private sector

The challenge

Claims documentation arrived over four channels in inconsistent formats, and every claim was triaged manually. The insurer rejected two end-to-end platform offers because neither explained what the system would do when it erred, or how it would be classified under the EU AI regime.

What we did

We built a deliberately narrower system: normalisation and intake classification, field extraction with a confidence score, routing by complexity. The system makes no coverage or payout decision, every routing decision is explainable and reversible, and alongside it we delivered the AI Act governance layer the rejected vendors lacked.

Results

• Handling time on simple claims 51 percent shorter
• Routing accuracy above the acceptance threshold from the third month
• No coverage or payout decision was made by the system
• The governance documentation reused across two further AI projects

Why it worked

Less capability with complete governance is what got this into production in a regulated market.