Hexaware helped its client turn AI ambition into action with a dual-path strategy that delivered rapid business impact, built a scalable AI foundation, drove £27M annual run-rate gains, cut costs by 15%, and achieved a strong Phase 1 ROI of up to 4x.
Client
The client is a British multinational general insurance company that delivers insurance products and services through a broad network of local partners, serving millions of customers with a strong focus on risk management and operational resilience.
Challenge
Navigating a Complex AI Landscape
As one of the major forces in the insurance sector, the client was weighed down by untapped AI potential. It was operating in a landscape marked by intricate risk models, vast data volumes, and stringent regulatory demands. Recognizing AI’s transformative potential, the client was eager to harness its power to drive operational excellence, enhance customer experience, and unlock new growth. However, the journey from ambition to execution required a clear, structured path—one that could turn vision into measurable results.
- No Clear AI Strategy to Guide the Business
The client lacked a unified AI roadmap. Without a shared strategic direction, teams operated in silos, making isolated decisions and missing opportunities for synergy. This absence of alignment led to inefficiency and, more critically, lost business opportunities.
- High-Value Use Cases Hidden in Plain Sight
Across the client’s operations, numerous areas were ripe for AI-driven value creation. Yet, without a systematic approach to identifying and prioritizing these opportunities, high-impact use cases remained undiscovered and unexploited.
- Governance and Compliance Gaps Creating Exposure
In insurance, robust governance is non-negotiable. The client’s evolving AI ambitions outpaced its compliance frameworks, exposing the organization to regulatory and reputational risks. The lack of structured oversight threatened to undermine the very benefits AI could deliver.
- Scaling AI: A Goal Without a Foundation
Fragmented AI initiatives and inconsistent data quality hindered the client’s ability to scale. Without a cohesive implementation framework, risk management was reactive, and AI remained confined to isolated experiments rather than enterprise-wide transformation.
Solution
Hexaware Charts a Smarter AI Course: Starting with a Clear-Eyed AI Maturity Assessment
Hexaware began with a comprehensive AI maturity assessment, rigorously evaluating the client’s current capabilities, technology landscape, and organizational readiness. This diagnostic approach surfaced real gaps and opportunities, providing a data-driven foundation for strategic planning. We assessed 51 use cases, which were segmented as follows:
- 24 high priority
- 25 medium priority
- 4 quick wins for immediate action
A Dual Path Strategy: The Wave and The Undercurrent
Hexaware introduced a two-track implementation strategy:
- The Wave: Focused on quick wins—high-impact, fast-moving initiatives to demonstrate immediate value and build momentum.
- The Undercurrent: Targeted deeper, long-term AI initiatives designed to create sustainable competitive advantage.
Implemented Smarter Claims Interactions with AI-Powered Summaries
Hexaware developed an AI-driven solution to automatically generate end-of-call summaries for claims interactions, paired with real-time sentiment analysis. This eliminated manual documentation, improved accuracy, and provided actionable insights into customer experience.
Unlocking Growth Through AI-Driven Broker Analytics
An AI-powered broker analytics solution was deployed to surface cross-selling opportunities, enabling the client’s teams to identify and act on growth prospects with precision and consistency.
Faster, Smarter Broker Submissions via Intelligent Triage
Hexaware implemented an AI-powered email and document triage system with graduated autonomy for broker submissions. Routine cases were automated, while complex submissions were escalated for human review—streamlining processes and reducing manual workload.
Reliable Data at Scale with
Hexaware used Instabase, an AI automation platform, to automate the validation and enrichment of ingested data. This ensured that all AI systems operated on clean, reliable data, removing a major barrier to scaling AI across the enterprise.
Benefits
Measurable Gains, Lasting Value
- £27M Annual Run Rate Improvement Unlocked
The engagement delivered a projected annual run rate improvement of £27 million, driven by streamlined operations, smarter automation, and targeted AI deployment across high-priority use cases.
- 4 Quick Wins Delivering Immediate Business Impact
The client now benefits from four clearly defined, near-term AI use cases ready for rapid deployment—delivering early momentum and tangible returns.
- A Prioritized Roadmap Across 51 AI Use Cases
With 24 high-priority and 25 medium-priority use cases mapped and ranked, the client has a clear, actionable roadmap for AI investment, ensuring resources are focused where they matter most.
- Governance and Risk Readiness Built into the Foundation
A robust AI governance framework now underpins the client’s AI initiatives, proactively managing risk, supporting compliance, and enabling responsible scaling.
- A Scalable AI Strategy Built for the Long Game
Beyond immediate wins, the client’s dual-path strategy ensures AI capabilities scale sustainably and align with long-term business objectives.
Summary
AI Transformation Is Already Underway
The client is now firmly on its AI journey, guided by a robust strategy and proven frameworks. Quick wins are being activated, delivering early value and building organizational confidence. Simultaneously, deeper, long-term initiatives are reshaping core operations and positioning the client for sustained competitive advantage. Across claims, broker relationships, and data operations, AI is no longer just an ambition—it is an active, value-driving force. Automated summaries are enhancing claims interactions, broker analytics are unlocking new revenue streams, intelligent triage is accelerating submissions, and the Instabase-powered data pipeline ensures every AI system is built on a foundation of trustworthy data.
With Hexaware, the client is not just experimenting with AI—it is executing on it, systematically, strategically, and at scale.
Turn AI Strategy into Measurable Insurance Impact
To scale enterprise AI with confidence, explore Hexaware’s AI solutions for insurance – designed to accelerate value and strengthen governance.
