Normalized claim
Quantified impact: 8% decrease
Reduced operational expenses by 8%.
Aon Automates Broking and Claims Processing Workflows
Use case typeClaims automationUpdated Jun 13, 2026
Aon Brazil CRS sought to address inefficiencies and risks in their insurance broking and claims processing by eliminating manual procedures and automating operations. They leveraged Microsoft Power Platform tools including Power Automate for case triage and assignment, Power Apps for claims management, and Power BI for real-time analytics and data governance. The implementation resulted in streamlined processing, increased productivity, improved SLA performance, and significant cost savings. Automated workflows enabled unified case capture, assignment, and tracking, as well as better compliance in a regulated industry. After the rollout, Aon Brazil CRS identified and eliminated more than 20,000 redundant processes, saving time and resources. The successful deployment enabled employees to focus on more complex business areas while setting the stage for future integration with generative AI and Copilot-driven automation.
- Organization
- Aon Brazil CRS
- Industry
- Insurance
- Location
- Brazil
Reported outcomes
−80%
timeTime & speed
−8%quantified impact
Strategic outcomes
Risk & complianceImproved compliance in regulated workflowsNew product / capabilityImplemented automated claims management toolsBetter decisions & insightEnabled real-time analytics and governanceSpeed & agilityStreamlined case processing workflows
Catalog median for time & speed deployments: −50% across 312 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Time: 80% decrease
Cut deployment time by 80%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Aon Brazil CRS
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- microsoft.com
Reduced operational expenses by 8%
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1Automated Insurance Claims Processing
- 2Automated Case Tracking and Assignment
- Manual broking and claims processing caused inefficiencies and compliance risks.
- Communications were triaged manually, leading to errors and time delays.
- Tracking and resolving client cases relied on non-centralized mailboxes with limited access.
- Manual assignment of cases increased human error risk in a highly regulated environment.
- Automated case processing using Power Automate workflows in Outlook and SharePoint.
- Claims management via a Power Apps tool linking with Power Automate and SharePoint.
- Power BI dashboards for real-time metrics and improved data governance.
- Streamlined assignments, tracking, and response categorization via unified workflows.
Technologies
- Reduced operational expenses by 8%.
- Cut deployment time by 80%.
- Eliminated 20,000 redundant processes in one year.
- Boosted productivity and improved SLA compliance with real-time insights.
Architecture
Incoming customer communications are captured in Microsoft Outlook, then routed to a SharePoint transactional database as cases. Power Automate workflows parse, assign, and track cases, integrate with Power Apps claims management, and connect to Power BI for real-time analytics and reporting, supporting end-to-end automation and unified governance.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublisher: microsoft.comEvidence: PrimaryConfidence: High
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