Infomaze One Helps Insurance Company Achieve 50% + Cost Savings
Infomaze One, the back-office and data solutions team at Infomaze, partnered with a mid-sized US-based insurance company to solve a pressing challenge: rising operational costs and inefficiencies driven by manual workflows and data fragmentation.
By deploying a tailored mix of digital transformation, data structuring, and offshore operational support, Infomaze One streamlined the client’s core processes and eliminated redundant workflows. The result? A remarkable 50% reduction in overhead costs and a fully digitized back-office operation—all within just six months.
Client Overview
A mid-sized US-based insurance company was grappling with rising operational costs, manual data entry, and disorganized document workflows. Their internal back-office teams were overwhelmed by unstructured paperwork, fragmented data, and inefficient legacy systems. The result was delayed claim processing, high labor expenses and poor data accuracy—putting both customer satisfaction and long-term growth at risk. With no room for downtime or compliance disruption, they needed a reliable partner to streamline operations and enable digital transformation without sacrificing service quality.
The Challenges Faced By the Client
Like many other organizations in the insurance sector, this company found itself navigating a complex web of operational inefficiencies that were impacting both performance and profitability. These challenges were not just slowing them down but they were putting long-term growth and customer satisfaction at risk.
Here is what they were up against:
Unstructured Document Overload
The company struggled with large volumes of unstructured data scanned forms, handwritten applications and physical claims which make data retrieval time-consuming and inefficient.
Manual Data Entry Causing Delays and Errors
Critical information like policy numbers and claim details had to be entered manually, leading to slow processing and frequent human errors that affected data accuracy.
Mismatched Data Formats Across Systems
Data came in inconsistent formats that did not align with CRM and ERP systems, causing duplication, record inconsistencies and operational silos.
Rising Costs of In-House Back-Office Teams
Heavy spending on internal operations staff especially during peak seasons which resulted in higher costs without any real improvement in speed or service quality.
They understood that upgrading their operations was critical to surviving the digital-first insurance environment.
But they could not afford any downtime or compliance issues during the transition. What they needed was a trusted partner—someone who could deliver a seamless digital transformation while preserving the integrity and human-centered nature of their services.
Solution Implementation
Infomaze One entered the picture with a comprehensive, fully customized and end-to-end digital solution that was designed specifically to address the unique operational challenges faced by the insurance company. Every step was crafted with precision, ensuring minimal disruption and maximum impact.
We implemented the below key features:
Automating Document Handling with OCR
To address the overwhelming volume of unstructured paperwork, Infomaze One implemented intelligent OCR (Optical Character Recognition) solutions. The initiative included:
- Digitization of thousands of scanned and handwritten insurance documents
- Extraction of key fields such as policy numbers, customer names, and claim amounts
- Integration of human-in-the-loop validation to ensure over 98% accuracy
This led to a 70% reduction in manual data entry time, significantly accelerating processing while maintaining data quality.
Scalable and Precise Data Entry Services
Once documents were digitized, Infomaze One deployed a trained offshore back-office team to ensure seamless data entry. The process was built to scale and included:
- Validation of extracted data through multiple quality check layers
- Accurate mapping of data to the client’s CRM and ERP systems
- On-demand scalability to handle seasonal spikes without hiring temporary staff
This ensured consistently formatted, reliable data entry while maintaining full compliance with industry regulations.
Intelligent Data Integration
Infomaze One solved the client’s problem of fragmented, incompatible data through a robust integration strategy. The approach involved:
- Cleansing and formatting of new and legacy data to eliminate inconsistencies
- Business rule-based data mapping tailored to insurance workflows
- Real-time synchronization with CRM and ERP systems for improved data visibility
This enabled agents to access up-to-date customer and policy data instantly, ensuring faster decision-making and improved compliance readiness.
24/5 Email and Chat Support
To enhance customer responsiveness and ease the burden on internal teams, Infomaze One introduced round-the-clock support operations. The services covered:
- Email and live chat support for claims, document requests, and general inquiries
- SLA-driven turnaround times, reducing response delays from 24 hours to under 6 hours
- Seamless collaboration with internal teams for escalation and issue resolution
This allowed in-house teams to focus on core operations like underwriting, while ensuring higher customer satisfaction and retention rates.
The Impact
52%
Reduction in Operational Costs
40%
Improvement in Data Accuracy and Reliability
65%
Faster Turnaround Time for Claims and Customer Support
- Infomaze One’s automation of manual processes and strategic back-office outsourcing enabled the insurance company to reduce operational costs by 52%, eliminating the need for costly in-house staffing.
- Through advanced OCR technology and human-in-the-loop validation, the company achieved a 40% improvement in data accuracy—ensuring clean, reliable inputs across their CRM and ERP systems.
- Streamlined workflows and 24/5 support services led to a 65% reduction in turnaround time for claims processing and customer service, boosting satisfaction and internal efficiency.
- Digitized and centralized data structures allowed the company to meet compliance standards with ease, supporting smoother audits and reducing regulatory risks.
Conclusion
For insurance companies looking to thrive in a digital-first world, operational efficiency is critical. Infomaze One’s tailored insurance agency back office outsourcing and data services helped one such company turn chaos into control and they are ready to do the same for you.
Let us handle the back-office so you can focus on what truly matters – your customers. To learn how we can help your business save costs and scale smarter, visit www.infomazeone.com or get in touch with our experts.