Digitally supporting the claims journey with automated assessments
Hannover Re presents a configurable claims assessment solution that can be integrated into your technology stack and customer journeys. Flexible rule sets and tool options can be used to address a broad range of claims use cases across life and health as well as property and casualty business.
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Background
Claims are the moment of truth. By digitising intake, standardising assessment, and automating straightforward decisions, insurers can deliver a user-friendly, fairer experience while reserving specialist attention for complex cases. This case study outlines how Hannover Re’s approach can enhance efficiency, control, and customer trust.
Our API-first, white-label claims assessment solution integrates with your existing workflows or can be deployed as part of hr | ReFlex. It requests the required documentation, digitises intake, applies configurable rules, and routes exceptions to expert review. You retain full control and responsibility over governance, audit, and decision thresholds.
Underwriting rule engines are standard in many markets to bring in new business, yet claims rule engines have often been viewed critically because paying a claim is decisive. As claim volumes and data increase, tools that organise and simplify information provided are essential. A claims rule engine centralises data, provides an initial assessment and interfaces with additional tools for deeper review of content received during the process. Establishing this front door for data capture and first-pass assessment can improve the end-to-end journey and reduces time to decision, while maintaining human oversight for complex or borderline cases.
Description of solution
Early digital efforts focused on risk selection rather than the claims journey. However, for policyholders, claims can be a defining experience. Hannover Re supports clients with a tool that integrates easily into modern technology stacks. The solution digitises, streamlines and automates claims handling, tailored to each insurer’s needs. It is a white-labelled, API-based claims capability that can be integrated into your infrastructure or used as part of our advanced hr | ReFlex automated system. It supports declaration and automated assessment, with clear routing to expert review where appropriate.
Hannover Re’s automated claims solution applies deterministic rules to triage and assess claims, while enabling integration with advanced tools for document extraction and validation. Claims are verified based on the information provided, and cases are escalated according to thresholds you define. Every decision is fully traceable to support audits, with clear rationale to support compliance and enhance customer communication.
Results
A fast, transparent, and simple claims process helps to strengthen goodwill and trust, improving retention and potentially supporting cross-sell and up-sell opportunities. Clear communication and consistent outcomes can enhance brand reputation and reduce complaints.
Implementation & process considerations
- Insurers define their operating model and choose an integration path, with options ranging from lightweight to deeper User Interface (UI) components.
- Rules are reviewed and adapted to internal policies and strategic objectives.
- A phased approach allows teams to build confidence, calibrate thresholds, and maintain control over assessment decisions, supporting audit trails and governance.
How Hannover Re can support you
Hannover Re partners with each client to develop appropriate rules and an integration plan. We provide regular releases aligned to the state-of-the-art hr | ReFlex technology. Rule enhancements are delivered as needed to fit our clients’ unique products and evolving market conditions, helping to achieve a solution that remains current and effective.
Easing your policyholders claims journey can be a win-win. It supports policyholders through every stage and can help your teams save time while improving decision quality. To explore how this solution could work for your organisation, speak to your Hannover Re contact or get in touch with our digital solutions team.
Disclaimer:
The information presented in this case study, as well as in any other descriptions of projects or cooperations, is for general informational purposes only and does not constitute legal advice, regulatory guidance, medical advice, or any form of professional advisory service. To avoid any wording that could be interpreted as implying medical effectiveness, this document must not be understood as containing, asserting, or suggesting any medical efficacy claims. Nothing in this document shall be construed as a legally binding offer to enter into any contract or agreement of any kind. All results, performance indicators, and outcome descriptions reflect the specific conditions and parameters of the referenced project(s) or product launch(es). They are not guarantees, promises, or assurances of comparable or future performance in any other context. No warranty is given – whether express or implied – particularly that comparable or similar results can or will be achieved elsewhere. Any potential success of comparable initiatives critically depends on the lawful and compliant ability to contact policyholders, including the validity of any required consent under the applicable legal framework. All third‑party entities mentioned in this document, including insurtech companies, are independent businesses and operate separately and autonomously from Hannover Re. Their services, solutions, or technologies are neither endorsed nor guaranteed by Hannover Re and are subject to their own terms and conditions, unless explicitly stated otherwise. References to third‑party trademarks or brands are made solely for descriptive purposes and remain the property of their respective owners. No affiliation, sponsorship, approval, or endorsement by those owners is implied. Statements in this document regarding benefits, compliance requirements, risks, risk assessments, or business cases are based on our subjective experience, judgment, or interpretation. They do not replace - and must not be relied upon as a substitute for - independent assessment, verification, or due‑diligence activities by customers or other stakeholders. In particular, all aspects relating to data protection requirements (including but not limited to GDPR considerations) and AI‑related regulatory obligations must be independently assessed, verified, and evaluated by interested parties in light of their own legal and operational frameworks. The use of the terms such as “partner” or “partnered” without further qualification solely indicates that we cooperated on specific activities or exchanges with third parties; it does not imply a legal partnership, joint venture, affiliation, or any form of shared corporate structure. Each party acts independently and on its own behalf. Hannover Re and/or affiliated companies of the Hannover Re Group assume no liability for the accuracy, completeness, or future applicability of the information provided in this document.
