What challenges did Aviva face before AI implementation?

Manual operations slowed insurance workflows and claims processing. Difficulty maintaining quality and consistency across a rapidly growing set of automated processes. Need for strong governance and rapid scalability in automation initiatives.

What was the impact of the AI solution?

Deployed over 350 automated processes across insurance business units. Achieved a 99% problem resolution rate through automation management and exception dashboards. Improved claims processing times and overall operational efficiency. Resource and time savings via automation object reuse.

Source

MicrosoftExpanded

Aviva automates insurance operations at scale with digital workforce

Use case typeClaims automationUpdated Jun 13, 2026

Aviva, a leading UK insurance provider, executed a large-scale automation and digital transformation initiative by deploying a comprehensive Robotic Operating Model (ROM). The project centered on Blue Prism's RPA and integrated Microsoft enterprise automation solutions (including Exchange webservices integration) to govern and scale over 350 automated processes across the organization. Vetting and governance are emphasized, with each process undergoing robust evaluation and code quality checks driven by IT teams. Continuous delivery and object reuse accelerate speed to market and optimize resource utilization. Splunk dashboards are used for exception prioritization, resulting in a 99% problem resolution rate and savings in time and resources. This automation framework has streamlined insurance workflows, improved claims processing, and enabled further IT innovation at Aviva.

Organization: Aviva
Industry: Insurance
Location: United Kingdom
Published: June 2020

Reported outcomes

99%

quantified impactAutomation & deflection

Strategic outcomes

Scale & capacityDeployed automation across business unitsRisk & complianceStrengthened automation governance and qualitySpeed & agilityAccelerated automation rolloutNew product / capabilityImproved claims processing workflows

Catalog median for automation & deflection deployments: +68% across 125 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Automated Insurance Claims Processing with RPA
2Digital Workforce Orchestration with ROM
3Scalable Automation Governance for Insurance Workflows

Manual operations slowed insurance workflows and claims processing.
Difficulty maintaining quality and consistency across a rapidly growing set of automated processes.
Need for strong governance and rapid scalability in automation initiatives.

Adopted Blue Prism's RPA platform, orchestrated through a Robotic Operating Model (ROM) prioritizing governance and code quality.
Leveraged Microsoft technologies, including Exchange webservices, to seamlessly integrate automated components with critical business communications.
Employed continuous delivery and object reuse to accelerate new automation feature rollout.

Technologies

Blue Prism Exchange webservices Automation

Deployed over 350 automated processes across insurance business units.
Achieved a 99% problem resolution rate through automation management and exception dashboards.
Improved claims processing times and overall operational efficiency.
Resource and time savings via automation object reuse.

Architecture

Blue Prism's RPA platform, integrated with Exchange webservices and Microsoft enterprise automation components, runs on a Robotic Operating Model governing 350+ automated processes. Automation includes continuous delivery, object reuse, monitoring via Splunk dashboards, and tight process vetting. Automated processes are embedded within Aviva's insurance, claims, and operational workflows.

Implementation partners1

Blue Prism

Sources & evidence1

ExpandedExpanded

The same organization appears in newer AI deployment evidence.