Building InFlow: Insillion’s Claims Automation Software

This Thought Leadership was a presentation at the India Insurtech Association in 2024. 

Over the last 25 years, Insillion has focused on building Policy Administration (PAS) and underwriting systems for carriers and MGAs. Naturally, "What claims software do you have?" is a question carriers used to ask us often. 

And so, we got to work on building a Claims Management System.   

Insillion's First Claims Management System

Our first claims client was from the Middle East and focused primarily on motor (auto) insurance. Over 85 months, we built 18 modules spanning the claims life cycle (FNOL through recovery) supporting 15 different user profiles. 

When we began our second claims project, we realized that less than 25% of what we had built for the first insurer was transferable to another line of business. 

This raised an obvious follow‑up question: What if we focused on building claims systems only for motor (auto) insurers? 

Even then, we found that less than 40% of claims technology was reusable across insurers, since carriers approach us with custom requirements at varying stages of their insurance journey. 

Going Beyond Existing Claims Automation Systems

Starting out, we were under the impression that "Claims" was a monolithic block in the insurance journey. As we engaged with clients however, we understood that each insurer had their own process of handling claims that they were most comfortable sticking with.

We broke the claims journey down step-by-step and identified a set of workflows that nearly every insurer shared. With this data in hand, we explored whether we could build insurance and claims verticalizations on top of existing horizontal platforms such as Camunda or IBM Business Automation Workflow (BAW). 

Two challenges became clear: 

• These platforms were prohibitively expensive for many insurers 
• Most were cloud‑first, while a significant number of carriers required on‑premise deployments for compliance and data control. 

InFlow by Insillion 

These questions led to us creating InFlow, Insillion's insurance workflow automation engine. 

InFlow is an insurance process automation software designed specifically for insurance operations. It leverages AI, using Intelligent Document Processing (IDP) to automate administrative tasks by extracting, validating, and contextualizing both structured and unstructured data from policy documents. This enables automated data pre‑fill and real‑time communication with agents, brokers, and customers. 

Insillion's Inflow also enables: 

• Automated triage and data enrichment 
• Configurable, insurer-specific workflows 
• Human‑in‑the‑loop controls where review is preferred 

Rather than forcing carriers into rigid process templates, InFlow adapts to how insurers and MGAs actually work. 

Claims FNOL, Reimagined 

Claims FNOL, the starting point of the claims journey is where inefficiencies can quickly compound downstream. 

InFlow, Insillion's claims intimation system is now being used by carriers and MGAs as the first layer of their claims system. By sitting ahead of the other claims modules, it optimizes operations early and delivers more accurate claims outcomes.