The challenge
Generali was looking to enhance its health insurance claims operations by reducing processing times and improving efficiency. A key challenge was the heavy reliance on manual handling of unstructured documents such as claim forms, medical reports, invoices, and receipts.
This manual approach led to:
- Time-consuming data entry
- Increased risk of human error
- Delays in claims processing
- Friction in the customer experience
As part of its broader digital transformation strategy, Generali Hong Kong needed a scalable, AI-driven solution to streamline claims handling while maintaining high accuracy and service quality.
The solution
CoverGo deployed its Intelligent Document Processing (IDP) AI Agent to automate and optimize Generali’s claims workflow.
The IDP AI Agent:
- Automatically processes unstructured documents in real time
- Extracts and transforms data into structured, decision-ready formats
- Identifies and maps key medical information, including ICD and benefit codes
- Integrates directly into the claims workflow for end-to-end automation
By embedding AI into the claims process, the solution eliminates manual data entry and enables faster, more consistent handling of claims. Combined with CoverGo’s broader claims platform, Generali Hong Kong can streamline the entire claims lifecycle—from intake to decision.
Business impact
The implementation of CoverGo’s IDP AI Agent has delivered significant operational and customer benefits for Generali Hong Kong:
- Faster claims processing: Automation significantly reduces turnaround times
- Improved accuracy: AI-driven data extraction minimizes human error
- Operational efficiency: Reduced manual workload allows teams to focus on higher-value tasks
- Enhanced customer experience: Faster, smoother claims handling improves satisfaction
- Scalability: The AI-powered approach enables growth without proportional increases in cost or resources
Overall, the solution supports Generali’s commitment to operational excellence while enabling a more seamless, efficient, and customer-centric claims experience.
