A Leading U.S. Life Insurer Cuts Claims Payment Time By 50% and Saves Millions in Interest Expenses

A leading U.S. life and annuity insurer partnered with Benekiva to modernize its claims experience, replacing a paper-heavy, opaque process with a digital, end-to-end workflow. The transformation focused on improving claimant experience, accelerating payment timelines, and reducing operational costs.

The results were both immediate and material: the insurer reduced notification-to-payment time by more than 50%, significantly lowered interest expense, and delivered a more transparent, self-service experience for claimants, all while maintaining its existing core systems.

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Goals

Improving speed, transparency, and operational efficiency

• Deliver a modern, digital claims experience with real-time visibility
• Reduce payment timelines and associated interest expense
• Decrease reliance on paper, manual processes, and call center volume

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Problem

A claims experience built for another era

The insurer’s claims process relied heavily on paper-based workflows and manual intake. Claimants submitted documentation through mail, with little to no visibility into claim status once materials were received.

Limited visibility drove poor experiences

• Claimants had no insight into claim progress
• Follow-ups required calling the contact center

Manual processes slowed everything down

• Paper handling and intake delays extended cycle times
• Internal teams relied on multiple systems and manual steps

Delays created measurable financial impact

• Slower processing increased interest payments
• Operational inefficiencies limited scalability

At the same time, any transformation needed to integrate with complex backend systems without disrupting existing operations.

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Solution

A digital, API-driven claims experience

The insurer selected Benekiva to transform its claims process into a fully digital, end-to-end workflow—without requiring a full system replacement.

Digitizing the claimant experience

• Online claim submission and intake
• Electronic consent and document upload
• Self-service portal with real-time status tracking

Integrating with existing systems

• API-based data exchange with policy administration systems
• Seamless connection to internal automation and payment processes

Enabling faster processing without disruption

• Streamlined intake reduced manual work
• Improved data accuracy accelerated downstream workflows

This approach allowed the insurer to modernize the front-end experience while preserving its core infrastructure.

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Implementation

Phased rollout with continuous refinement

Phases

• Discovery and requirements alignment
• Digital intake and workflow implementation
• Integration with internal systems and automation
• Stabilization and ongoing optimization

Teams Involved

• Claims Operations (Life & Annuity)
• IT and Automation Teams
• Benekiva Product, Engineering, and Client Success

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Results

Faster payments, lower costs

• 50%+ reduction in notification-to-payment time
• Significant reduction in interest expense, driven by faster processing

Improved claimant experience

• Self-service visibility replaced “black box” claims processing
• Reduced need for contact center follow-ups

Operational efficiency gains

• Reduced reliance on paper and manual intake
• Streamlined workflows across systems

Foundation for future growth

• Scalable digital platform supporting ongoing optimization
• Continued improvements in adoption and internal efficiency

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Conclusion

Turning claims into a strategic advantage

By digitizing its claims process with Benekiva, this leading insurer transformed a traditionally manual operation into a faster, more transparent, and more efficient experience. With a scalable digital foundation in place, the organization is well positioned to continue improving performance and delivering better outcomes for claimants.