Cutting manual document processing and improving data quality and speed — while keeping final decisions with human experts — benefits global operations.
In this case study, we examine how HDI Global, an international industrial and specialty insurer that operates in more than 200 countries and territories, undertook a digital transformation to improve how information is captured and used in decision-making.
On 12 May 2026, the firm announced that it had standardized an AI-driven approach to input management across these global operations, as part of a broader digitalization program.
Historically, its underwriting and claims teams has had to process large amounts of structured and unstructured information such as broker submissions, policy amendments, first notices of loss, and supporting claims documents. Over time, this had created bottlenecks in data intake, increased manual classification and rekeying efforts, making it harder to maintain consistent data quality and routing across regions and lines of business.
Leveraging insurtech for multifaceted benefits
The organization wanted to improve the quality and timeliness of data entering its core systems while keeping final risk and claims decisions in the hands of human experts.
Subsequently, to address these challenges, it implemented an AI-based input management layer at the front end of underwriting and claims, using:
- an insurance-specific language model to interpret industry terminology and document structures
- a domain knowledge graph to provide contextual links between entities such as policies, risks, claims, and counterparties
- automated extraction of key data fields from both structured and unstructured submissions and claims documents
- intelligent classification and routing of incoming items to the appropriate teams and systems
- a deployment approach designed to sit alongside existing carrier platforms and align with local operating models
- an easy to implement global configuration to ensure consistent input management while allowing for regional variations in process and regulation
According to the firm’s Global Head of Business Operations and Transformation, Jens Hillmer, “the use of AI is part of… a clear focus on improving client service and supporting our employees… We are creating greater focus, clarity and capacity where it matters most: assessing risk, supporting our broker partners and delivering reliable service to our clients.”
On the vendor side of the equation, Max Richter, CEO (EMEA), mea Platform, the technology provider involved in the project, described the joint work in terms of operational impact: “By standardizing intelligent input management across underwriting and claims, the goal is to achieve meaningful improvements in productivity, data quality, and responsiveness for an insurer operating at global scale.”
