What challenges did XYZ Insurance Corporation face before AI implementation?

Manual, time-consuming claims processing hampered service speed. Customer dissatisfaction due to lack of self-service and slow status updates. Operational inefficiency and inability to adapt quickly to new market demands. Limited insights into claims and service performance data. Competitive pressure from more agile insurance providers.

What was the impact of the AI solution?

Reduced claims processing time by 40% through workflow automation. Higher customer satisfaction and engagement with self-service and chatbots. Enabled rapid response to changing customer and business needs via low-code solutions. Improved operational efficiency and decision-making with data visibility.

Source

Microsoft

XYZ Insurance accelerates claims and customer engagement with Power Platform

Use case typeCustomer service automationUpdated Jun 13, 2026

XYZ Insurance Corporation in Germany faced slow and manual claims processing, resulting in customer dissatisfaction and operational bottlenecks in a competitive insurance market. To address this, the company implemented Microsoft Power Platform, leveraging Power Automate for claims workflow automation, Power Apps to build a self-service claims and policy portal, Power Virtual Agents to handle customer queries with AI-powered chatbots, and Power BI for real-time analytics. This digital transformation reduced claims processing time by 40%, improved customer interactions, and provided better operational insights. The integrated platform enabled business users to quickly adapt applications to shifting needs and fostered actionable data-driven decision-making.

Organization: XYZ Insurance Corporation
Industry: Insurance
Location: Germany
Published: February 2024

Reported outcomes

−40%

timeTime & speed

Strategic outcomes

Speed & agilityAutomated claims handling workflowsCustomer experience & trustBuilt self-service claims portalBetter decisions & insightImproved operational insights and decisionsSpeed & agilityEnabled rapid response to changing needs

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Automated Claims Processing
2Customer Self-Service Portal
3AI-Powered Customer Service Chatbot

Manual, time-consuming claims processing hampered service speed.
Customer dissatisfaction due to lack of self-service and slow status updates.
Operational inefficiency and inability to adapt quickly to new market demands.
Limited insights into claims and service performance data.
Competitive pressure from more agile insurance providers.

Implemented Power Automate to streamline and automate claims handling workflows.
Built customer self-service portals for claims and policy access using Power Apps.
Deployed Power Virtual Agents to automate responses to frequent customer inquiries.
Adopted Power BI dashboards for actionable, real-time analytics across claims operations.

Technologies

Power Automate Power Apps Power BI Power Virtual Agents

Reduced claims processing time by 40% through workflow automation.
Higher customer satisfaction and engagement with self-service and chatbots.
Enabled rapid response to changing customer and business needs via low-code solutions.
Improved operational efficiency and decision-making with data visibility.

Architecture

Power Automate routes and processes claims, handling document workflows and approvals. Power Apps powers the customer portal for claim submissions and status updates. Power Virtual Agents provide front-line AI assistance for FAQs and support, freeing staff for complex needs. Power BI aggregates and visualizes operational data for managers in real time, supporting actionable business decisions—all built atop Microsoft’s secure cloud.

Sources & evidence1

Groundedness: Unavailable

Primary source

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