Compensation claims handling system in the aviation industry

Challenge

The company was handling a growing number of passenger claims related to delayed or canceled flights. The process of accepting claims, analyzing documents, and managing cases was largely manual and reliant on multiple tools. This made it difficult to scale the business and effectively manage thousands of cases simultaneously.

Solution

We conducted a full business analysis of the client’s claims process. Based on this analysis, we developed and implemented a dedicated platform that: enables the scanning and analysis of travel documents (e.g., tickets, flight confirmations), automatically creates and manages claims cases, integrates operational processes with legal activities and the call center system, utilizes predictive models (AI) to assess the probability of winning a case, enables the management of a large portfolio of cases, and automates some operational activities.

• As-is analysis: identifying the claims process and mapping the process
• To-be analysis: agreeing with the client on the system architecture, basic functionalities, and integration with other systems
• System design and production: developing all system components, testing the system with client users
• Monitoring system: implementing procedures, training client staff, tracking system performance, implementing system adjustments and new functionalities.

Results

A platform was created to automate claims analysis and significantly reduce the response time to claims.