Claims leaders face growing pressure. Reduce cost per claim. Improve cycle times. Modernise infrastructure without disrupting business-as-usual.
Automation helped. But only up to a point.
Now, financial institutions and insurers are entering the next stage. Horizon 2. Augmenting operations with GenAI. And building the foundations for Horizon 3. Fully adaptive, AI-enabled claims environments that learn and scale across teams and territories.
This is not theoretical. It’s practical. And it starts by identifying real use cases and testing them in a structured, secure way.
That’s where NayaOne’s Claims Lab comes in.
From Horizon 1 to Horizon 3. One use case at a time.
1. Document intake and classification
Horizon 1 → Horizon 2
Unstructured inputs still slow claims down. PDFs, scans, handwritten notes, and emails all need to be processed before any decision can be made.
GenAI can auto-classify these documents on arrival, extract key data, and push it into downstream workflows.
This builds on basic RPA, shifting from task automation to intelligent orchestration. It improves intake speed, data quality, and overall workflow reliability.
2. AI-assisted claims triage
Horizon 2
Most triage systems are rigid. Hard-coded rules struggle to adapt to complex cases or new policy types.
GenAI changes that. It can assess FNOL details, policy wording, and historical context to make fast, consistent triage decisions.
This improves accuracy, reduces rework, and frees expert resources to focus where it matters most.
3. Fraud detection and media forensics
Horizon 2 → Horizon 3
Fraud is no longer limited to inconsistent stories. It now includes manipulated documents, AI-generated images, and synthetic identities.
GenAI models can detect anomalies across multiple formats. From photo tampering to text inconsistencies, these tools provide earlier and more accurate fraud signals.
This lays the foundation for continuous, learning-based detection systems that improve over time.
4. Claims summarisation and explanation generation
Horizon 2
Long reports slow everything down. Adjusters spend hours extracting relevant facts from dense, technical content.
GenAI can summarise those documents in seconds. It can also generate explanation letters, policy communications, or internal notes in plain language.
The result is faster resolution, greater consistency, and fewer delays.
5. Conversational AI for policyholders and teams
Horizon 2 → Horizon 3
Customers want answers. Adjusters want context. But legacy systems aren’t built for fast, natural interactions.
GenAI enables assistants that understand context, retrieve relevant information, and support both internal and external users through the claims journey.
This makes information accessible instantly and reduces pressure on call centres and support teams.
Why labs make progress possible
GenAI works. But not every model is production ready. Teams need a secure space to explore, validate, and de-risk.
NayaOne’s Claims Lab provides:
- A digital sandbox with no integration burden
- Synthetic, representative claims data
- Pre-vetted GenAI vendors
- A structured process for safe experimentation
You can test solutions in weeks. No production exposure. No compliance risk. No strain on engineering.
Building across the horizons
Horizon 1: Automate repetitive tasks.
Horizon 2: Augment decisions with AI.
Horizon 3: Build claims systems that adapt and scale.
You don’t need to leap ahead. But you do need to move. Structured experimentation helps you unlock value today while building the infrastructure for tomorrow.
NayaOne’s Claims Lab gives you the space and tools to do that safely and effectively.
Let’s build what’s next. Explore the claims lab – www.nayaone.com/claims-lab
Learn actionable strategies for leveraging GenAI in financial services and accelerating transformation by reading our Whitepaper.
