Our customer is a leading Fortune 500 premier insurance company in the US catering to a diverse set of specialty, niche-market insurance products in property, casualty, extended device protection, and preneed insurance sectors. The insurance carrier had huge volumes of claims received daily through multiple offline and online channels with more than 35% of contact center calls being claims related. Among all claims received, a significant volume was paper-based claims and required a manual process. There was a high error rate in claims adjudication like missed benefits, under-payment, or over-payment which led to fines and penalties. In addition, there was a high probability of fraudulent transactions during claims.