The insurer faced several operational challenges in its small-scale auto insurance claims process:

• High labor costs:Dedicated personnel were required for each role—customer service, field inspection, and damage assessment—resulting in heavy manpower reliance.

• Lengthy processing time:The legacy claims workflow suffered from slow case handovers and long inspection travel times, even for minor claims.

• Low customer satisfaction:Policyholders had to call emergency services, the insurer, and the field inspector separately, with long wait times contributing to dissatisfaction.

• Low level of automation:The process was entirely manual, with minimal automation across the workflow.

A mobile-based intelligent claims system was developed, integrating multiple functions including self-service claim reporting, self-guided inspections, video-assisted inspections by claims adjusters, and both AI-powered and manual damage assessments. The development process was supported by customized testing solutions, covering test methodology, processes, standards, test cases, templates, and documentation.

· Eliminated approximately 80% of the resource costs associated with on-site inspections.

· Enabled OCR-based document recognition, reducing manual data entry.

· Automated the retrieval of claim and policy information, allowing for one-click data return to the system.

· Significantly reduced the operational costs of inspections and manual input.

· Enhanced claims service quality, customer experience, and overall satisfaction.