What challenges did Zurich Insurance Group face before AI implementation?

Legacy systems hampering claims processing and digital migration Low visibility into claims status across channels Slow innovation due to heavy IT involvement for simple changes Manual coordination with external providers and regulators

What was the impact of the AI solution?

30% reduction in claims resolution time 20-point increase in Claims Net Promoter Score Efficient response to major catastrophe (storm) with real-time monitoring and mitigation

Source

MicrosoftExpandedProductionEvidence: Medium50/100

Zurich Santander transforms digital claims with automated event-driven platform

Use case typeClaims automationUpdated Jun 13, 2026

Zurich Santander, a leading Latin American insurer, overhauled its legacy claims processes by deploying an integrated digital platform leveraging Pega and Microsoft Azure. The solution enabled a customer-friendly front end for digital claims submission, real-time status updates, and seamless integration with existing legacy and third-party systems. Event-driven architecture and intelligent automation provided transparency, pipeline visibility, and enhanced operational allocation. During a catastrophic storm, real-time monitoring, claims triage, and government coordination mitigated customer losses. The outcome was a rapid migration of customers to digital claims, significant reductions in settlement times, and a 20-point improvement in customer Net Promoter Score.

Organization: Zurich Insurance Group
Industry: Insurance
Location: Brazil
Published: July 2024

Reported outcomes

Time: −30%

Time & speed

Catalog median for time & speed deployments: −50% across 295 reported metrics. Compare benchmarks →

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Quantified impact: 65%

Pega.comJul 29, 2024UnknownInferred claimMedium evidence strength

65% of customers migrated to digital claims platform

Normalized claim

Time: 30% decrease

Pega.comJul 29, 2024UnknownInferred claimMedium evidence strength

30% reduction in claims resolution time

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Zurich Insurance Group
Provider: Microsoft
Maturity: Production
Linked source: Pega.com

Event-driven architecture and intelligent automation provided transparency, pipeline visibility, and enhanced operational allocation

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Automated Digital Claims Processing
2Event-Driven Claims Workflow
3Real-time Catastrophe Response in Insurance

Implemented end-to-end digital claims platform with Pega and Microsoft Azure integration
Created event-driven architecture with streaming APIs for real-time process automation
Automated customer notifications and document handling
Integrated with legacy systems and third-party providers for unified process management

Technologies

Azure Pega

30% reduction in claims resolution time
20-point increase in Claims Net Promoter Score
Efficient response to major catastrophe (storm) with real-time monitoring and mitigation

Architecture

The claims solution uses Pega Platform integrated with Microsoft Azure for end-to-end process management, including streaming APIs for event-driven workflows, unified front-end user experience, and automation of coordination with legacy systems, regulators and third parties.

Sources & evidence1

Evidence: Medium50/100Evidence strength