A Top Insurance Company Achieved Faster Claims Settlement with eSigns

Client Snapshot

Company Type

Insurance (General & Life Insurance Provider)

Function

Claims Management & Policy Administration

Use Case

Claims settlement documents, policy renewals, customer consent forms, internal approvals, and compliance documentation

Problems

Slow claims processing, paper-based workflows, manual signature collection, approval bottlenecks, and poor document visibility

eSigns Solutions

AI-powered eSignatures, automated document workflows, centralized EDMS dashboard, secure audit trails, and real-time document tracking

Company Overview

A large-scale general & life insurance provider offering a wide range of products operates thousands of claims processed every month across multiple states and regions.

Due to the rise in claims, insurers who are following paper-heavy workflows, physical documentation, wet-ink signatures, routing files across departments, and physical file storage have seen improved settlement timelines.

To address these issues, the insurer associated with eSigns.io's AI-powered eSignature Document Management System to digitize the end-to-end claims settlement workflow.

The Challenge: Paper-Based Workflows Were Slowing Down Claim Settlements

The insurer's claims process ran almost entirely on printed documents, physical signatures, and email-based routing - every step added days to the cycle.

For an insurance company, handling a high volume of claims means operational inefficiencies, delays, and dissatisfied customers every day.

Key Pain Points:

Physical Document Collection Created Bottlenecks

Our insurer's team became stuck with physical documentation after the rise in claimant volume. Hence, it created bottlenecks, such as missing documents, incorrect signatures, improper storage, and more.

Multi-Department Wet-Ink Signature Requirement Slowed Approvals

Chasing wet signatures from various parties, including claimants, surveyors, legal, finance, and internal senior approvers, at every stage of claim documentation caused approval delays for our leading insurance company.

No Centralized Visibility Across Open Claims

The traditional approach of checking status means calling branch offices, searching email threads, or physically locating paper files, which created difficulties for our client across open claims.

Compliance and Audit Preparation Was Extremely Difficult

Manual document auditing became challenging and time-consuming for our insurer. Moreover, no single record of signed claim documents caused compliance risks in a leading insurance industry.

Rising Claim Volumes Overwhelmed Manual Capacity

Due to business expansion, our insurance company's claims team saw a huge rise in claim volumes. As a result, the team was overwhelmed with manual follow-ups for signatures, re-submissions, data entry, and driven settlement deadlines.

Hence, our leading insurance client's goal was to embrace a single platform that fully digitizes and automates claims settlement workflows with legally binding, encrypted, audit-ready eSignatures.

The Solution: eSigns.io for Intelligent Claims Document Management

Rather than applying isolated fixes to individual bottlenecks, the insurance company rebuilt the entire claims settlement workflow on eSigns.io. The platform served as the single system of record for all claims documentation, from first notice of loss through to final settlement authorization.

How eSigns.io Solved It:

Digital Claims Document Workflows

Every claims document now follows a predefined digital workflow within eSigns.io. Once a claim is registered, the system automatically triggers the relevant document package- first notice of loss, surveyor authorization, assessment report, and settlement authorization in sequence.

AI-Powered eSignatures for Faster & Automated Approvals

eSigns.io's digital signature software helped our insurers replace wet signatures to secure, legally valid eSignatures, supporting multiple stakeholders to sign documents online. It automates claims approval routing via digital workflows and reduces settlement delays.

Centralized EDMS Dashboard for Real-Time Claims Visibility

Now, the claims team has real-time visibility on every open claim as eSigns offers a centralized digital repository. It eliminated the bottlenecks of checking status manually and allowed managers and others to track document status live.

Tamper-Proof Audit Trails for Compliance Readiness

Our client experienced compliance and audit-ready documentation with eSigns detailed audit trails. It captures every action of the claim document with timestamps and log history in no time, which streamlines regulatory audits and internal reviews.

Secure & Automated Claims Intake & Document Collection

eSigns automated the whole claim intake process, letting claimants upload docs and eSign consent forms through a secure link. As a result, the insurer eliminated manual processes and administrative effort.

Claims processing used to be our biggest operational headache - physical forms, chasing signatures, files stuck in someone's inbox. With eSigns.io, our entire workflow runs digitally. Claimants sign from their phones, approvals route automatically, and we have full visibility at every step. We settled our first claim in 14 days after going live. That was unthinkable before.”

Head of Claims Operations

Insurance Company

Overall Achievements

Over the first two quarters following full deployment, the insurer recorded measurable progress across every key claims operations metric.

Operational Area	Before eSigns.io	After eSigns.io
Claims Settlement Time	28–35 days on average	Reduced to ~15 days (50%+ faster)
Document Collection	Physical paperwork, couriers, walk-ins	Digital document portal with secure upload
Signature Collection	Wet ink, postal returns, branch visits	Remote eSignatures - signed in minutes from anywhere
Claims Status Visibility	Phone calls, manual tracking sheets	Real-time tracking via centralized dashboard across all open claims
Multi-Department Approvals	Manual routing via email and physical files	Automated sequential routing with alerts & reminders
Compliance & Audit Readiness	Difficult to reconstruct the approval chain	Tamper-proof audit trail on every document
Customer Experience	Frustrated claimants chasing updates	Faster resolution, proactive digital updates
Operational Cost	High courier, print, storage overhead	Significantly reduced - fully paperless workflow

Conclusion

The insurer has since extended eSigns.io beyond claims to include policy renewal agreements, customer consent documentation, intermediary contracts, and compliance submissions - creating a single digital document layer across the entire business.

Today, the organization processes claims in approximately 15 days - half the time it took before with full audit readiness, zero lost documents, and dramatically enhanced customer satisfaction scores. The manual bottlenecks that once defined their operations have been replaced by automated, intelligent workflows that scale with claim volume.

How an Insurance Company Reduced Claims Settlement Time by 50% with AI-Powered eSignature Document Management