Reduced Manual Document Work by 65% for India's Top General Insurance
About the Client
We worked with one of the biggest general insurance companies in India. They cover cities, rural areas, and tier-2 towns. They offer motor, health, and business lines, and they serve millions of consumers through thousands of agents. This means a lot of paperwork.
The Challenges
Most of the client’s claim processes were digital, but the document intake layer still required heavy manual work. Every uploaded file had to be opened, read, and checked by someone every single time. A few things slowed them down:
- Not all documents were in English. Many came in Hindi, Marathi, or mixed languages.
- People often uploaded photos of forms — skewed, poorly lit, or with torn edges.
- Key info like policy numbers or dates had to be typed manually, causing repeated errors.
- The existing system couldn’t read unstructured files and required clean input.
At their scale, even a tiny delay or mistake multiplied into serious inefficiency.
Solution
We dropped in our OCR extraction layer between document intake and data validation, without requiring a major tech overhaul or downtime. The goal was simple: get document data clean, quick, and structured — without human review on every file.
- Trained OCR on their actual files — claims, Aadhaar cards, garage bills, prescriptions, tax receipts, etc.
- Enabled recognition of regional scripts (especially Devanagari) alongside English for multilingual input.
- Cleaned up low-quality images on the fly — fixing tilted photos, shadows, and other issues before text extraction.
- Mapped fields like “Date of Birth” or “Claim Amount” dynamically via layout detection, not rigid templates.
- Integrated seamlessly via secure APIs, requiring minimal effort from their tech team.
Key Features
- Multilingual OCR handling mixed-language inputs
- On-the-fly image cleanup boosting accuracy for poor uploads
- Template-free auto field recognition using layout and spacing
- High-speed extraction averaging under 2 seconds per page
- Lightweight, secure API handoff to claim systems
The technology fit naturally into their workflow — OCR faded into the background, while efficiency skyrocketed.
Impact
- 65% reduction in manual document verification work
- 37% faster claims processing, especially for health and motor insurance
- 94.6% field matching accuracy reducing customer back-and-forth
- KYC turnaround cut from 2 days to under 6 hours
- Successful handling of 18,000+ files daily without bottlenecks
- Elimination of manual errors, freeing teams to focus on higher-value tasks
Now, claims are processed faster, more accurately, and without delays — proving how OCR, done right, makes a massive difference.
