Case Study
Overview
The bank automated its PPI (Payment Protection Insurance) claims validation process to meet UK FCA deadlines and ensure accurate tracing.
BUSINESS CHALLENGES
- 17 external claims management agencies submitting daily files
- Advisors manually scanned hundreds of pages
- High risk of human error and slow processing
SOLUTION IMPLEMENTED
- Digital Workers search all records to identify customers
- Automated "No Trace" letters and notifications
- Full archive checks for customers with potential PPI history
- Automated case creation and customer communication
Impact Delivered
103%
Accuracy
Improvement in accuracy
67,000+
Hours Saved
Saved yearly
2x
Processing Speed
Faster than FCA service-level requirements
17
Agencies Handled
External claims management agencies