The insurer was losing on cycle time to digital-first specialty competitors. Adjusters spent an average of 41 minutes re-reading policy clauses for each new claim, and 17 percent of complex claims required a second-round review.
The Chief Risk Officer had declined three earlier vendor proposals because none could attribute model output to underlying policy text. The audit committee wanted a system that would survive PRA SS1/23 review without exception.
The legacy claims platform was a 17-year-old on-premise application. Any new tool had to slot in without forcing a wholesale platform change.
Six-week design phase with the model risk, claims operations and audit teams co-authoring the evaluation harness, control catalogue and operating runbook before any code was written.
Built a retrieval-augmented generation system over the insurer's policy clauses, adjudication precedents and claim notes, with strict citation requirements: every paragraph the model produced had to cite a source clause or precedent or it was suppressed.
Designed adjuster experience as a 'second pair of eyes' workflow: the model proposed; the adjuster accepted, edited or rejected. No claim was paid or denied without explicit adjuster sign-off.
Deployed inside the insurer's existing platform via a side-by-side panel, with no re-platforming. The full audit pack was signed off by the PRA on first review with zero findings.
The audit pack Moweb delivered was the cleanest model documentation our regulator had seen all year. That alone was worth the engagement.