Normalized claim
Quantified impact: 99%
Achieved a 99% problem resolution rate through automation management and exception dashboards.
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.
AI-generated summary. Generated from indexed evidence or computed site data. Underlying records pass applicable deterministic checks; verify important details with source links where available. How content is created.
- Organization
- Aviva
- Industry
- Insurance
- Location
- United Kingdom
- Published
- June 2020
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Aviva
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- blueprism.com
Deployed over 350 automated processes across insurance business units
Customer identity supportedSource describes one deploymentMaturity supported
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
- 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
- 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.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
ExpandedExpanded
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2025.
Measures whether this deployment's public evidence persists — not whether the system is still in production.
Type: Case StudyPublished: Jun 9, 2020Publisher: blueprism.comEvidence: PrimaryConfidence: High
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