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Read | Jul 02, 2025
AUTHOR(s)
A WNS Perspective
WNS embedded AI-driven intelligence into airline claims, elevating fraud detection and speeding up genuine resolutions.
WNS collaborated with a leading European airline to embed AI-driven fraud analytics into its customer claims management process. The solution enabled real-time fraud scoring, faster resolution of genuine claims and enhanced customer experience.
$ Million In fraudulent claims identified annually
% Faster claims handling
Enhanced customer experience With quicker compensation timelines
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.
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
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.
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