Seven inboxes, three screens, one claim.
Orbitra Insurance handles 260,000 motor and home claims a year on a policy system built in the 1990s. A simple claim passed through seven shared inboxes, and handlers spent more than a third of their day copying data from one screen to another.
- 11 daysto settle a simple claim
- 38%of handler time spent re-keying data
- 14,000items in the open backlog
Two earlier automation pilots had stalled because they scripted the existing process, mistakes and all. The board wanted faster payouts and lower cost, but would not fund a full core-system replacement before 2028.
The question was how much could be fixed around the legacy platform — safely, auditably and without adding risk for the regulator.
Fix the process, then automate it.
We worked floor-side with Orbitra's claims and IT teams and ran three connected workstreams, each with its own business owner and fortnightly steering reviews.
- 01
Map every workflow
We shadowed 48 handlers and mapped 19 claim journeys step by step, then removed 30% of the steps before automating anything.
- 02
Automate the routine
Rules and software bots now take over first notice of loss, document checks and payments under $5,000, with every action logged for audit.
- 03
Run a control tower
A single work queue and a daily dashboard show team leaders where claims are waiting and why, so they can move people to the bottleneck the same morning.