Accelerating Assessment via Straight-through Processing
Designed and deployed a straight-through processing workflow to automate claims assessment for eligible cases — dramatically reducing manual touchpoints and accelerating end-to-end turnaround time.
The problem worth solving
Following the successful digitisation of the claim submission flow, the next constraint became the assessment stage itself. Even with digital submissions, assessors were still manually reviewing every claim — including straightforward, low-complexity cases that met clear eligibility criteria. This one-size-fits-all review approach meant assessors' time and expertise were being spent on claims that didn't require human judgment, while higher-complexity cases that genuinely needed review waited in the same queue.
What I did
Designing the straight-through processing workflow from scratch, balancing automation speed with operational control and compliance.
- Stakeholder feedback gathering: Conducted structured sessions with assessors, operations leads, and compliance stakeholders to understand pain points in the existing manual assessment process and define the criteria for safe automation.
- Workflow design from scratch: Created the straight-through processing workflow from the ground up — designing the automated assessment logic, routing rules, and escalation paths for claims that fell outside the STP eligibility criteria.
- Admin quality assurance layer: Built an Admin QA capability into the workflow — enabling the operations team to conduct ongoing quality assurance on automated decisions, maintaining oversight and a feedback loop for continuous improvement.
- Rollout & iteration: Managed the phased rollout across the claims pipeline, monitoring automated decision accuracy and turnaround metrics throughout deployment and iterating on the workflow based on QA findings.
The outcome
More than 50% of incoming claims are now processed through the automated assessment flow — eliminating the manual bottleneck for the majority of claim volume and freeing assessors to focus on genuinely complex cases. Submission to Paid turnaround time dropped 60% year-on-year — the most significant improvement in claims processing speed the company had achieved. The Admin QA layer ensured the automated workflow remained accurate and auditable — providing the compliance and operational oversight needed for a high-stakes, regulated environment.