The friction
KYC and application packs are reviewed manually, claims queue up in inboxes, fraud patterns are found in hindsight, and customer service must answer in several languages with strict compliance requirements.
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Banking
Banks & insurance
Slow onboarding is where customers drop out.
Pilot targetFaster document review with an auditable handoff
Project startDate agreed in scope
ValidationMeasured against baseline
How the project runs
What the pilot should prove
What changes
From document queues to a measurable regulated workflow.
Pilot targetFaster document review with an auditable handoff
The operating change
Organise application and claims documents, flag missing information and surface anomalies for authorised review. Assistants answer from approved policies with access controls and logs. Qualified staff retain identity, lending, underwriting, fraud and claims decisions; compliance requirements are assessed for the agreed scope.
Best fit
Banks, insurers, brokers and fintech companies.
Decision snapshot
Start with one service or document workflow with clear authority.
Start with one workflow, measure it against the current baseline and expand only after the result is visible.
Best first pilotDocument intake and completeness check for one case type.
What we measureDocument handling time per case, Incomplete cases identified before review, Field-extraction accuracy on the agreed sample, Completeness of the reviewer audit trail.
Human controlCredit, underwriting, pricing and regulated decisions remain authorised human decisions.
Scale ruleKeep, improve or stop the pilot based on evidence before expanding.
Smart Banks & insurance roadmap
From customer need to service, risk review and improvement
Improve service and case preparation without automating regulated credit, underwriting, pricing or claims decisions.
What happens today
KYC and application packs are reviewed manually, claims queue up in inboxes, fraud patterns are found in hindsight, and customer service must answer in several languages with strict compliance requirements.
KYC and application packs are reviewed manually, claims queue up in inboxes, fraud patterns are found in hindsight, and customer service must answer in several languages with strict compliance requirements.
Roadmap
See the operating journey stage by stage.
Open each stage to see the problem, action, deliverable and KPI behind the workflow.
Banks & insurance roadmap
Stage 1 of 7
Needs & access
Clearer access with fewer abandoned journeys
The problem at this stage
Customers struggle to identify the right account, loan or policy and repeat the same information across branch, web, call-centre and broker channels. Eligibility rules are hard to understand and abandoned journeys are difficult to recover.
Exactly what we do
Build a multilingual guided journey that explains approved products, captures the customer need once, checks basic eligibility rules and routes regulated advice or unusual cases to an authorised employee.
What you receive
Needs-assessment flow, approved product guidance, eligibility checklist, consent capture and a warm handoff with full context.
Opportunity map
Eight practical areas we can improve
See onboarding, document review, service operations and exception handling as connected financial workflows with explicit controls and audit points.
1. Needs & access
Build a multilingual guided journey that explains approved products, captures the customer need once, checks basic eligibility rules and routes regulated advice or unusual cases to an authorised employee.
2. Application & credit assessment
Extract and validate application data, flag missing or conflicting evidence, run approved identity and affordability checks and prepare an explainable case summary for the authorised decision-maker.
3. Risk & pricing
Combine approved risk signals, generate scenario-based recommendations, explain the main factors behind each result and keep human approval for pricing, underwriting and credit decisions.
4. Issuance & payment
Generate approved documents from verified data, coordinate e-signature and payment steps, validate required controls and give customers and staff a clear status with the next action.
5. Monitoring & compliance
Prioritise alerts using approved rules, gather supporting evidence, monitor changes in customer and transaction patterns and route every material decision to compliance staff with explainable reasons.
6. Claims & service
Classify each request, extract claim or service data, check completeness and coverage rules, detect inconsistencies and prepare the next action while reserving sensitive or disputed decisions for a human.
7. Profitability & improvement
Create one decision view across the customer lifecycle, identify process leakage and recurring exceptions, compare interventions against a baseline and expand only the improvements that produce measurable value.
8. Continuous improvement
Bring handling time, exceptions, quality checks and escalations into one recurring control review so regulated decisions stay visible.
Choose your first pilotRecommended starting point
Document intake and completeness check for one case type.
Start with one application or claim type and its required-document checklist. Extract the approved fields, flag missing items and keep the authorised reviewer responsible for the regulated decision.
What we build
- Choose one application or claim type and define its required document checklist
- Extract only the approved fields from submitted documents and preserve source references
- Flag missing, inconsistent or unreadable information for human review
- Create a case-completeness view with an auditable reviewer decision trail
How we measure it
- Document handling time per case
- Incomplete cases identified before review
- Field-extraction accuracy on the agreed sample
- Completeness of the reviewer audit trail
Regulated delivery
Deployment, data & responsibility — made explicit.
For banking and insurance workflows, the technical and operating boundaries should be clear before production.
Deployment options
Client-approved cloud or API environments and private deployment patterns where technically supported. We can integrate with approved core-system exports, document stores, CRM or claims tools and identity controls.
Data access
Only approved data sources and tools are connected. Role-based access, logging and human review are used where the workflow or connected systems support them.
Retention & deletion
In components we control, we can configure the retention and deletion controls supported by the selected storage or platform. Any third-party retention limitation is identified before that provider is used.
Data & output ownership
Your source data remains yours. For custom project assets, code, configurations, prompts, evaluation material and documentation can be handed over; rights in third-party components and model-generated output remain subject to the selected provider terms.
Support
We support documented handover and knowledge transfer, or ongoing HAY AI support for monitoring, updates and improvement of the delivered application layer.
Maintenance responsibility
The bank or insurer keeps ownership of policy, source systems, identity and access approvals, and regulated decisions. With ongoing support, HAY AI maintains only the agreed assistant and integration layer we operate.
AI in action
See how one regulated request becomes evidence for an authorised decision
Why this approach works for Banks & insurance
Start small, then connect
Choose one controlled banking or insurance workflow and one measurable target first. Expand only after risk, operations and compliance accept the process and evidence.
Keep people in control
Credit, underwriting, pricing and regulated decisions remain authorised human decisions.
Use the tools already in place
Connect approved core-system exports, document stores, CRM or claims tools and review queues without replacing regulated systems of record.
Measure business outcomes
Review the agreed measures: Cycle time, incomplete cases, service response and auditability. Use these to assess business outcomes and decide the next step.
Banks & insurance project process
1. DiscoveryInterview the owner, process lead and people who do the work today.
2. BaselineMeasure time, volume, quality, cost, delays or missed opportunities.
3. Build the pilotConfigure one focused workflow and connect only the data required for the first result.
4. MeasureCompare the pilot with the baseline and review adoption, quality and risk.
5. Decide and scaleKeep, improve or stop the pilot based on evidence, then connect the next stage.
6. Improve regularlyTurn the connected reporting into a recurring operating rhythm for the team.
Suggested start: one workflow can go live first; the next measurable improvement is added only after the first review.
Information we need
- Current workflow, owner and handoffs
- Three to six months of relevant examples, records or messages
- The systems, files, channels and approvals involved
- Current baseline for Cycle time, incomplete cases, service response and auditability.
- The person responsible for exceptions and final decisions
Initial diagnostic questions
- What is the biggest banks & insurance bottleneck today?
- How often did it happen last month?
- What do manual review, rework, slow service or avoidable escalations cost today?
- Which system or data already records the problem?
- Can the first pilot run on one product, queue, document type or service workflow?
Not sure which one fits you?
Book a free 30-minute discovery call. We will identify which use case is worth testing first and what evidence should decide the next step.
Other areas we automate
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