Markerstudy Group streamlines claims processing and customer service
Markerstudy Group, a leading UK insurance provider, modernized its contact centre by developing a call summarisation app for its claims department using Azure OpenAI. The app automates the complex task of summarizing claims calls, saving four minutes per call for each handler. With 300 claims handlers fielding 840,000 calls a year, this equates to 7,500 working days saved. The solution improves summary quality and allows agents to focus on complex claims and effective complaint resolution. Markerstudy’s dedicated innovation team is rolling out more AI-driven improvements, including Microsoft 365 Copilot for process support in procurement, HR, marketing, and leadership, and GitHub Copilot for accelerating software development. The company enforces a comprehensive AI governance process, ensuring customer trust, quality assurance, and responsible AI use, and plans to expand Copilot seats in 2025 following positive results.
- Organization
- Markerstudy Group
- Industry
- Insurance
- Location
- United Kingdom
- Published
- November 2024
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Markerstudy Group
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- ukstories.microsoft.com
No explicit deployment-stage evidence found.
Primary read
Use case focus
Showing 3 of 3
- 1call summarization
- 2customer service automation
- 3contact center automation
- Claims calls are complex and time-consuming to summarize accurately.
- Claims handlers spent excessive time on admin rather than assisting customers directly.
- Variable summary quality contributed to inconsistent complaint handling.
- Growing call volumes required scalable and efficient contact centre solutions.
- Developed a call summarisation application using Azure OpenAI.
- Enabled automated, AI-powered generation of call summaries with a human-in-the-loop for quality control.
- Formed an innovation team to pursue generative AI projects.
- Trialled and extended use of Microsoft 365 Copilot for business processes across procurement, HR, and leadership.
- Adopted GitHub Copilot for accelerating code development.
- Saved approximately 7,500 working days annually by automating call summarisation.
- Improved summary consistency and quality for 300 claims handlers.
- Enabled agents to spend more time on complex customer issues.
- Enhanced complaint resolution capabilities.
- Accelerated software development and innovation.
Sources & evidence1
- Customer explicitly identified
- Technical implementation details available
- Recent evidence check available
- Last evidence check: Jul 22, 2026.
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2025.
- Cited source last checked Jun 12, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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