Suncorp is projecting annual savings of 68,000 hours of manual effort after using AI to classify and name workers compensation claim documents. Daily document naming corrections have fallen by around 45%.
The insurer deployed Content AI from Fujifilm Data Management Solutions (Fujifilm DMS) across its workers compensation operations. The solution is now live in production.
Average daily document naming corrections fell from 4,297 to 2,345 after the rollout.
Suncorp processes more than 1.1 million workers compensation claim documents a year across its two largest document categories alone. Each document must be categorised and given a short name so it can be actioned.
That work relied heavily on people interpreting documents and validating them against a complex matrix of business rules and reference samples. Documents can look similar but require different handling, making consistency difficult at scale.
Before the project, claims specialists were making between 20,000 and 28,000 manual corrections to document type and name each month.
Content AI uses AI reasoning to analyse document content and context, supporting classification and automated naming. Claims specialists retain responsibility for the final assessment.
Within three months, the teams delivered a working solution covering 62% of total document volume across the two largest claim document categories.
Before production deployment, realistic test datasets, including redacted production documents, were used to compare existing classifications with AI-assisted results.
Change management was treated as part of the implementation. Feedback from claims teams helped identify where the technology needed refinement and where processes or ways of working could improve.
Measuring results
Fujifilm DMS operational reporting is combined with Suncorp's internal analytics to monitor performance, map edge cases and guide further improvement.
"Be data-led. Continuously measure outcomes," said Shontel Dashwood, National Performance and Delivery Manager - Workers Compensation at Suncorp. "The ability to combine Fujifilm's operational reporting with our internal data has allowed us to validate results, identify new opportunities and continually improve performance."
That combined view also helps determine whether an improvement opportunity sits in the technology itself, or in change management and the way teams work.