Northfield Ledger's claims team was reviewing every incoming claim by hand checking policy terms, verifying documentation, and cross referencing prior claims before a decision could be made. The volume had grown faster than the team, and by the time a claim reached the front of the queue, it had often been sitting for three to five business days. The backlog wasn't just a speed problem.

Inconsistent decisions were creeping in as analysts worked under pressure, and the compliance team was flagging a rising number of cases that needed rework. Leadership needed a fix that wouldn't require hiring their way out of the problem.