Teranet Historical Land Registry Documents
By SortSpoke
Case Study: How SortSpoke Helped SCM Automate Insurance Claims Processing
SCM cut claims processing time by 80% with SortSpoke's AI-driven document automation
4X
Increase in claim processing speed.
80%
decrease in document review times.
“Automation and intelligent document processing are the future. Organizations that don't invest in these technologies will fall behind.”
Mike Akroyd, CIO, SCM Insurance Services
TL;DR
Reduced processing time, improved accuracy, and better scaling
- SCM Insurance Services, Canada’s largest claims provider, struggled with manual data entry for diverse document formats.
- Traditional OCR solutions were too slow and rigid, making automation difficult.
- SortSpoke’s AI-powered document extraction allowed SCM to quickly automate data extraction across a broad range of claims documents.
- RPA bots (powered by UiPath) automated workflows, reducing processing time by 80%.
Project implemented in just 8-12 weeks with support from Burnie Group for strategy and execution. - 10 automation bots deployed, enabling faster, more accurate claims handling—even during high-demand periods.
- SCM employees now focus on higher-value work, improving both efficiency and job satisfaction.
- SCM plans to scale automation further, adding AI-driven sentiment analysis and system-to-system automation.
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The Challenge
Complexity plus variety in claims documents
SCM processes thousands of insurance claims, each with different document formats and structures. Manual data entry created bottlenecks, causing delays in processing First Notice of Loss (FNOL) forms and other key documents.
👉 Challenges SCM Faced:
- Document Variability: Different clients use different forms and document layouts.
- Traditional OCR Limitations: Standard OCR solutions required extensive customization and couldn't handle diverse formats.
- Scalability Issues: The manual process struggled to keep up with claim surges during natural disasters.
- Accuracy Requirements: Errors in claims processing could lead to financial losses and customer dissatisfaction.
"Traditional OCR would have taken years to accomplish something resembling the outcomes of this project. The ability of SortSpoke to quickly automate a broad spectrum of different documents was something we hadn't been able to do before."
— David Burnie, Principal, Burnie Group
The Solution
The right tools and the right team
To automate the extraction of claims data, SCM engaged Burnie Group for strategy and implementation, UiPath for RPA, and SortSpoke for AI-powered document understanding.
How SortSpoke Transformed SCM’s Claims Processing:✅ AI-Driven Document Extraction: Instead of relying on rigid OCR templates, SortSpoke’s machine learning model adapts to different document formats.
✅ Faster Deployment: The AI solution enabled SCM to automate document processing in weeks rather than years.
✅ Improved Data Accuracy: High-precision transcription minimized manual errors, improving claims processing reliability.
✅ Scalability & Flexibility: SortSpoke’s model can handle new document types without extensive reprogramming.
"With SortSpoke, we could speed up development and automate a broader range of document formats. Traditional OCR would have taken us years to accomplish the same result."
— Mike Ackroyd, CIO, SCM Insurance Services
Implementation & Results
Impact in weeks, not months
SCM and its partners implemented the automation solution in just 8-12 weeks, launching 10 RPA bots to streamline claims intake and processing.
📈 Key Results:
- 80% faster claims processing – FNOL forms and other claims data are processed in a fraction of the time.
- Higher accuracy in data extraction – Reducing errors and manual corrections.
- Scalable solution – SCM can now process claims even during high-demand periods, such as natural disasters.
- Happier team members – Staff can focus on strategic work instead of manual data entry.
"We are so happy that we've empowered the SCM team to manage even the most complex documents in their claims workflow. They can now tackle new document types independently using the tools we have delivered."
— Brandon Robinson, Director of Customer Success, SortSpoke
Lessons Learned & Future Outlook
How it worked and what's next
Key Takeaways from SCM’s Automation Journey:
✅ Early stakeholder buy-in is crucial – Socializing the concept of automation helped smooth the transition.
✅ Automation works best with strong process design – Simply automating a bad process doesn't yield great results.
✅ Internal ownership ensures long-term success – SCM now has an internal team managing automation projects.
What’s Next?
SCM plans to expand its automation initiatives by:
🚀 Enhancing AI-driven capabilities for sentiment analysis and intelligent content routing.
🚀 Exploring system-to-system automation where API integrations aren't available.
🚀 Continuing to scale its RPA + SortSpoke deployment to further improve efficiency.
"Automation and intelligent document processing are the future. Organizations that don't invest in these technologies will fall behind."
— Mike Ackroyd, CIO, SCM Insurance Services
Outcomes
Success for SCM
SCM Insurance Services successfully modernized its claims processing by leveraging SortSpoke’s AI-powered document understanding, UiPath’s RPA, and Burnie Group’s consulting expertise.
This transformation reduced processing time, improved accuracy, and empowered SCM’s internal team to continue scaling automation.
💡 Want to learn more about SCM’s automation journey?
🔗 Read the full UiPath case study here: UiPath SCM Case Study
🔗 Learn more about Burnie Group’s automation expertise: Burnie Group Website
