The Challenge

Manual Fraud Detection. Long Settlement Cycles. CX Impact.

With over 2 million customer claims submitted annually, the airline relied on manual checks to identify fraudulent submissions. This led to long claims cycles, limited fraud visibility and suboptimal customer satisfaction due to delayed compensation.

The Solution

AI-powered Fraud Propensity Scoring for Smarter Claims Processing

• Deployed an AI-powered claims fraud analytics engine to score every claim based on fraud propensity

• Integrated the cloud-based solution with the airline’s claims management platform

• Applied AI & ML / DL based text and image analytics with ensemble models to analyze structured and unstructured data

• Established a human-led validation layer to reduce false positives and ensure accurate resolutions

The Future-ready Shift

Detecting fraud shouldn’t mean delaying fairness. With AI-driven claims intelligence and domain-led execution, WNS enabled the airline to build high-trust, high-speed claims operations that deliver value to the business and its customers, proving that smarter decisions lead to stronger outcomes.