5,000 claims processors
National Insurance Provider: Microsoft Copilot Deployment
How a 5,000-user national insurance provider deployed Microsoft 365 Copilot with $2.1M annual savings, zero data exposure events, and regulatory approval across 12 states.
$2.1M
Annual Cost Savings
45% Faster
Claims Processing Speed
Zero
Data Exposure Events
12 States
Regulatory Approvals
Client Overview
Industry
Insurance
Company Size
5,000 claims processors plus 3,000 corporate staff
Location
United States (nationwide operations)
Timeline
7-month deployment with regulatory coordination
Products & Technologies
The Challenge
Claims processing teams had access to sensitive policyholder data across all product lines. A pre-deployment audit revealed that Copilot would surface PII from unrelated claims in AI responses. State insurance regulators required documented controls before AI deployment.
The Solution
Implemented product-line-level information barriers separating auto, home, life, and commercial claims teams. Deployed Microsoft Purview auto-labeling policies for policyholder PII. Built a custom Copilot governance dashboard tracking data access patterns and flagging anomalies. Produced regulatory compliance documentation for 12 state insurance departments.
Key Results
$2.1M
Annual Cost Savings
45% Faster
Claims Processing Speed
Zero
Data Exposure Events
12 States
Regulatory Approvals
“Getting regulatory approval from 12 state insurance departments was the hardest part. The compliance documentation Copilot Consulting produced was so thorough that three states used it as a reference model for other insurers deploying AI.”
VP of Claims Operations, National Insurance Provider
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