Straight-Through-Processing in Insurance: Opportunities and Limits of the latest AI Technology

The latest AI technologies are driving new possibilities for Straight-Through-Processing in the insurance sector. This gives humans an entirely new role in the process.

Straight-Through-Processing: Efficiency through automation

Straight-through-processing, enabled by digitalization and AI-driven automation, is seen as the primary lever for increasing efficiency in insurance operations.

Small car damage claims, simple contract changes, or cases with fully structured data can now be processed entirely without human intervention.

This saves time, reduces costs, and enhances the customer experience through faster and more accurate handling. Yet beyond the enthusiasm for the “fully automated insurer,” a key question arises: What is truly possible with the latest AI technologies, and how does this reshape the human role in claims handling?

The previous automation wave was not enough

The first wave of automation (RPA and GenAI), came with the alluring promise that everything which can be standardized would run automatically. In reality, however, standardization ends where human judgment begins.

Unclear liability issues, suspected fraud, or complex recovery cases cannot be forced into simple if–then rules.

Those who nevertheless try to automate everything risk the following:

• Operational inefficiency from misplaced automation in complex cases

• Worsened combined ratios due to undetected fraud patterns

• Customer churn caused by impersonal handling of sensitive situations

The result: at best, only the simplest processes are automated with a majority of the process steps in claims handling still happening manually.

From Old to New Automation with Agentic AI

While traditional automation relied on rigid, predefined rules, Agentic AI opens up a new dimension. Instead of following fixed scenarios, specialized AI agents now operate autonomously and intelligently:

• Intelligent Data Integration: Parallel analysis of multiple data sources (photos, PDFs, structured data) without manual preparation

• Adaptive Decision Logic: Dynamic adjustment of decision-making processes based on case complexity and historical patterns

• Continous Learning: Automatic optimization through machine learning from every processed case

• Contextual Evaluation: Consideration of claim history, customer behavior, and external factors for more precise decisions

This fundamentally transforms claims handling: End-to-end workflows replace isolated steps, media discontinuities disappear entirely, and decision quality improves through data-driven precision.

What Agentic AI truly delivers

With Agentic AI, claims processing not only becomes faster — it reaches a new level of quality.

• Immediate cash settlement options become the norm, as calculations are consistently reliable.

• Suspicion of fraud can be identified early. 130+ AI checks per case make this possible.

• Combined ratios improve by 5-10% percentage points, as error sources are minimized.

• Customers experience a service that feels „as seamless as an Amazon order."

Yet, AI is not an end in itself. Without the right framework and human oversight, it remains merely a tool and not the solution.

inca acts as a partner - and not like an AI-tool

inca is AI-native — but not just another AI tool. It is an service provider for insurers and MGAs, handling claims end-to-end and built on two core components::

• Agentic AI Platform: A proprietary AI claims platform with 250+ AI agents, operated in Europe and compliant with GDPR, ISO27001, and AI safety standards.

• Human Expertise: An in-house team of claims specialists based in Germany with over 20 years of experience in property and liability insurance.

The combination of both makes inca a true partner, taking responsibility for results and generating the maximum value from the Agentic AI technology.

See how inca works

Claims experts are evolving from clerks to decision coordinators

This evolution opens new opportunities for claims experts. A paradigm shift is underway: every employee supervises a team of AI agents, much like a manager today. Instead of manually sorting data, they can focus on high-value activities:

• Apportionment of liability: AI agents pre-process cases and gather all relevant data, while experts handle complex legal assessments.

• Negotiations: In disputed claims, humans lead discussions with other parties — where communication skills and experience are key.

• Emotional competence: In sensitive cases, empathy and human care remain indispensable.

AI agents handle routine cases and pre-work; human experts perform spot checks and support agents in complex cases.

Conclusion: Realistic approach to AI

Agentic AI enables faster, higher-quality claims processing — from automated data capture to more precise assessments. At the same time, it fundamentally redefines the human role: from manual claims handler to strategic decision coordinator supervising AI agent teams.

The truth is: AI can perfect routine — but it cannot replace human judgment completely.

Those who combine both intelligently create the foundation for efficient processes, satisfied customers, and sustainable success.

This is exactly inca's approach

Frequently asked questions

What is straight-through-processing in insurance?

Straight-through-processing refers to the fully automated handling of insurance claims without human involvement, enabled by automation. Customers benefit from faster and more accurate claim handling and reduced processing costs.

What are the advantages of straight-through-processing?

Straight-through-processing is the main lever for efficiency gains through fully automated insurance workflows — saving time, cutting costs, and improving customer experience.

Where are the limits of straight-through-processing?

Straight-through-processing offers three core benefits: significantly reduced processing times, lower operational costs, and improved customer satisfaction through faster and more accurate claim resolution. These efficiency gains make dark processing a key success factor for modern insurers.

What is Agentic AI?

Agentic AI revolutionizes traditional automation through intelligent, adaptive AI agents. Unlike rule-based systems, these agents analyze multiple data sources in parallel, adapt dynamically to case complexity, and continuously learn from each processed case. This enables true end-to-end processes with far higher decision quality.

What role does the human play in modern claims handling?

Humans evolve from claims processors in claims handling to decision coordinators that supervise AI agents. Tasks such as complex liability assessments, negotiations in disputed cases, and empathetic communication in sensitive situations remain human domains.

Why is inca more than just the next AI tool?

inca operates as an AI-native end-to-end claims service provider, combining a proprietary platform of over 250 AI agents with seasoned claims experts boasting 20+ years of experience. Insurers gain a real partner that takes ownership of outcomes and fully utilizes the potential of Agentic AI.