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AI Robotics Automation

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Case story

Söderberg & Partners


AI automation streamlines processes for a major insurance broker – significant time savings achieved

About the company

Söderberg & Partners is the largest provider of insurance brokerage and financial expert services in the Nordic region. The group employs nearly 5,000 people, operating not only in the Nordics but also in countries such as the United Kingdom and the Netherlands.

In Finland, the company has merged with several insurance brokerage firms, making Söderberg & Partners one of the country’s largest insurance purchasers. In 2023, a major acquisition created a clear need to increase automation.

Digia developed an AI-powered automation system for Söderberg & Partners to handle insurance policy processing. The solution delivered major efficiency gains while also promoting employee well-being. At its best, 95% of the work is fully prepared for expert review.

Read summary (generated by AI, checked by a human)

  • Digia built an AI-based automation system for Söderberg & Partners to process insurance policies. The solution significantly reduces manual work – up to 95% of documents are automatically prepared for expert review.
  • Automation freed up specialists’ time for more meaningful tasks and improved job satisfaction. Previously, two employees spent their entire working hours solely on naming and sorting documents.
  • The system developed by Digia leverages Microsoft Azure OpenAI services and the Digia Dolphin AI platform. It adapts to the varying document templates and terminology of different insurance companies, making it a flexible and long-lasting solution.

 

Maria Leander, Service Director at Söderberg & Partners, explains that the system introduced through the acquisition resulted in a significant amount of manual work. Many insurance policies had to be transferred practically by hand. “As the number of customers grew, two employees spent all their working hours just naming and sorting incoming documents. Neither of them found it meaningful,” Leander says.

A modern, advanced AI solution to the rescue

The challenge called for a technological solution. Discussions began with Digia, a company with extensive experience in AI and automation. “We’ve worked together on automation projects before and have been very satisfied with Digia,” says Leander.

Processing insurance documents is particularly difficult to automate because different insurance companies have varying products, terminology, and document templates – and these change from time to time.

Digia proposed a modern, intelligent automation solution that leverages advanced AI technologies. In this solution, AI plays a key role in handling insurance policies containing specialized terminology from different providers.

Söderberg & Partners has an internal requirement that nothing produced by AI goes directly to customers; experts must review and verify the quality and accuracy of AI-generated content. The goal, however, was for the automation system to free up as much expert time as possible for more meaningful work and customer service.

Söderberg & Partners put the project out to tender. “We realized that switching vendors wouldn’t have resulted in cost savings. Digia’s pricing is highly competitive,” Leander notes appreciatively.

The system delivers an enormous time savings. In addition, employee satisfaction and well-being have improved. We are extremely pleased.

Maria Leander, Service Director, Söderberg & Partners

Key benefits

  • Up to 95% success rate with AI automation
  • Team's efficiency increased by 60% in a year
  • More time for helping customers 
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Services provided
  •  AI Automation (automatic processing of insurance policies; sorting and naming of mail) 
Technologies used

Up to 95% of transfers completed error-free with AI automation

System design began in August 2024, and the first component—responsible for document sorting—was deployed in November.

Leander reports that the results were excellent from the start: “When AI names and sorts documents, its success rate exceeds 95%.” This means experts only need to make changes to about one in every 20 documents.

The next step was implementing a second process, where insurance policy data is entered into Söderberg & Partners’ systems. Different insurance categories are being added to the automation system gradually, and success rates have also been extremely high in this area. “Our goal is to transfer 80% of all documents completely error-free, and I believe we’ll achieve that,” Leander estimates.

Digia implemented several technologically advanced features in the system. For example, the logic used to guide AI is placed in an easy-to-use document, allowing Söderberg & Partners to manage and adjust AI behavior themselves—such as when insurance companies make changes. Instructions from this document are then transferred into more complex and efficient data models.

Additional validations have been built in to improve reliability, and the automation system has been designed with scalability and portability across different systems in mind. Leander also praises the solution’s high level of security. The system utilizes the Digia Dolphin AI platform, which includes built-in technologies for robust data security.

Leander notes that the implementation went smoothly, even though processing insurance documents turned out to be somewhat more complex than initially expected. “I don’t see how the work could have been done faster at this level of quality.”

“Experts have now more time for helping customers”

Leander explains that the new system has brought significant benefits to Söderberg & Partners. “We can receive over 20,000 documents per month, so the system delivers an enormous time savings.”

She notes that the team’s document processing efficiency has increased by 60% in a year, even though the number of employees has remained the same. According to Leander, most of this improvement is thanks to the new AI system.

“Our experts have now more time for helping customers. That’s a huge benefit. In addition, employee satisfaction and well-being have improved.”

Business benefits have also come from improved data quality. Leander says that with AI assistance, work can be done much more accurately than manually. One of the most important advantages is that customers can be served better and in real time. “We’ve been extremely satisfied with the system.”

Leander also praises the collaboration with Digia. “Everything has been handled very well. When challenges arose during the project, they were resolved in a constructive manner. We’re very pleased.”

Söderberg & Partners will continue developing the system with Digia and plans to explore broader use of the solution across the group in the future.

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