OVERVIEW
Information
- Industry: Insurance
- Challenge: Underwriters and claims adjusters spending excessive time searching policy data and claim histories
- Solution: Â Amazon Q Business with MySQL database integration and custom Lambda connector
The Challenge
A regional insurance provider with 50+ employees faced significant operational bottlenecks that were impacting their ability to serve customers efficiently. Claims adjusters found themselves manually searching through more than ten different systems to piece together complete policy histories, while underwriting decisions were consistently delayed by 24 to 48 hours as teams waited for data compilation.
Critical risk assessment data remained trapped in MySQL databases, accessible only to those with SQL expertise. Policy documents and claim files were scattered across multiple legacy systems, creating information silos throughout the organization. The training burden was substantial, with new adjusters requiring three months just to learn the various data access procedures before they could become productive.
The Solution
We deployed Amazon Q Business with real-time database connectivity to create a centralized intelligence platform for insurance operations.
The solution connected directly to the company’s MySQL database containing over 2,500 policy records, claims history, and risk assessment data.
- Scanned claim documents, policy forms, and underwriting guidelines stored in S3 buckets were indexed and made searchable.
- A custom Lambda connector was developed to provide real-time access to the core insurance system, ensuring adjusters and underwriters always work with current information through direct API integration with their legacy platform.
The platform enables real-time policy lookups through queries like:
“Show all active policies for John Smith with claim history”
and provides automated risk scoring based on historical data patterns.
- Claims precedent search helps adjusters quickly find similar cases for consistency.
- The 15-minute data refresh cycle ensures near real-time information availability across all departments.
Results
The operational improvements were immediately evident across the organization.
- Claims processing accelerated by 60%, with average handling time dropping from 48 hours to just 19 hours.
- Underwriters reduced their data lookup time by 75%, enabling faster policy issuance and improved customer experience.
- Customer service teams achieved a 55% improvement in first-call resolution rates, reducing frustration and callbacks.
- The same workforce now processes 250 additional policies annually, and claims processing errors decreased by 40%.
- Loss ratios improved through better risk assessment capabilities, directly impacting the company’s bottom line profitability.
Technical Infrastructure
The technical infrastructure supporting these results includes real-time access to 2,500 policy records with MySQL synchronization running every 15 minutes.
The platform achieves 95% query accuracy for complex policy questions while maintaining full regulatory compliance through VPC deployment.
The entire implementation was completed in eight weeks, including database integration and user training.
