This case study illustrates how WNS leveraged its Artificial Intelligence (AI)-led platform to enhance operational efficiency and improve customer experience for a leading insurer that provides coverage for vehicles, properties, general liability, additional interests and more.
As we know…
The insurance sector is evolving, with customers now holding more sway than before. Companies must re-think how they provide their services to customers, incorporating greater flexibility to accommodate changes in information and plans.
Although Mid-term Adjustments (MTA) in insurance plans have become commonplace, the process generates significant paperwork. The challenge is further exacerbated when the process is manual and involves numerous change requests.
Thus, automation in insurance has become critical. Implementing an automated and scalable workflow system that can extract and contextualize data using intelligent algorithms will help insurers improve efficiency, accuracy and Turnaround Time (TAT).
The challenge for the client was….
It processed over 100,000 MTAs annually, necessitating a colossal volume of administrative work, complex workflow management, coordination and multiple applications. The process involved manual information updating, laborious underwriting procedures and change communication with customers.
While an extended TAT negatively impacted customer experience, manual data extraction led to inefficiencies, errors and steep operational costs.
As an insurance transformation partner...
WNS Analytics (WNS’ data, analytics and AI practice) collaborated with client stakeholders to identify workflow management as the primary challenge. To address this, we proposed an AI / Machine Learning (ML) solution to digitize and expedite the MTA process.
WNS Analytics enables organizations with decision intelligence by bringing together the power of AI and Human Intelligence (HI).
Leveraging our industry-specific, productized services, we deployed our proprietary data contextualization platform, SKENSE. This platform utilized AI / ML-based tools from our utility library, including computer vision, to automate data extraction and contextualize information from the ACORD 175 and Policy Change Request (PCR) forms.
WNS is an Independent Software Vendor (ISV) partner with 
, leveraging their cutting-edge cloud services to augment SKENSE.
Key AI components for this solution included:
Automated ingestion of email-based data
Intelligent data classification and cataloging
Proprietary AI algorithm to contextualize information and create structured and harmonized data sets. The results generated were validated by business and technical SMEs
Final output integrated with the client application (through application programming interfaces) for further downstream processing to reduce revenue leakage
Technologies Used:
Amazon API Gateway
Amazon S3
Amazon Simple Email Service (Amazon SES)
Amazon Textract
AWS Lambda
Amazon Simple Notification Service (Amazon SNS)
Amazon Simple Queue Service (Amazon SQS)
Amazon Aurora Serverless, Application Load Balancer, Auto Scaling Groups
Amazon CloudWatch
Embedding SKENSE in the MTA process…
- Increased accuracy in downstream processing, leading to a decrease in revenue leakage
- Customized and predictable workflows aligned with insurance standards
- A scalable system adept at handling more requests and coverages
+
requests (daily) digitized for various insurance coverages
+
fields (on average) extracted per request
percent
data accuracy, resulting in a significant reduction in customer complaints and improved customer experience
percent
improvement in TAT
FAQs
1. How can insurers reduce revenue leakage through AI-powered mid-term adjustment automation?
Revenue leakage often occurs when policy changes are processed manually, resulting in delayed premium recalculations, missed billing updates and operational inconsistencies. AI-powered mid-term adjustment automation enables insurers to process policy changes accurately and in real time, ensuring premium adjustments are captured efficiently. WNS helps insurers digitize policy administration workflows using AI and intelligent automation to improve revenue realization, operational accuracy and profitability.
2. Why are insurers investing in the digitalization of mid-term policy adjustments?
Mid-term adjustments are critical to maintaining accurate policy coverage and premium calculations, yet they are often managed through labor-intensive and fragmented processes. Digitalization improves speed, transparency and accuracy while reducing operational costs and compliance risks. WNS enables insurers to modernize policy servicing operations through intelligent workflow automation, analytics and AI-powered process transformation that supports scalable growth.
3. How do AI and automation improve policy administration and underwriting profitability?
AI and automation streamline policy servicing by automating data validation, premium recalculations and policy change processing across the insurance value chain. These capabilities reduce manual effort, minimize errors and improve underwriting profitability through more accurate premium management. WNS combines insurance expertise with advanced analytics and AI technologies to help insurers optimize policy administration and maximize financial performance.
4. What operational challenges can digital mid-term adjustment processing solve for insurers?
Digital mid-term adjustment processing helps insurers address challenges such as policy servicing delays, inconsistent premium calculations, manual processing errors and revenue leakage. Automated workflows provide greater visibility, governance and operational control while improving customer responsiveness. WNS helps insurers transform traditional servicing operations into connected, intelligence-driven ecosystems that improve efficiency, accuracy and business outcomes.
5. Why should insurers partner with WNS for AI-led policy administration transformation?
WNS combines deep insurance domain expertise with advanced AI, analytics and intelligent automation capabilities to help insurers modernize policy administration and servicing operations. From revenue leakage prevention and premium optimization to workflow automation and operational transformation, WNS enables insurers to improve profitability, strengthen customer experience and build future-ready insurance operations that drive sustainable growth.