Insurance and mortgage files: from paperwork to decision

ID documents, payslips, land registry extracts, surveys, declarations: every file gathers a dozen of them, and each arrives when it arrives. The real work was not deciding — that takes expertise — but knowing where each file stood, what was missing and who was waiting for whom. Information that lived in emails, in folders and in people's heads.

The cost was not only time. A file stalled over a document nobody chased is a customer waiting and, in a market where speed is part of the offer, often a customer lost.

A system built around the life cycle of a file: explicit states, what is needed to move to the next one, who is waiting for whom, deadlines that speak up before they expire. Not a document archive, but something that can say at any moment where you are and what is blocking the next step.

Here too, no generalist product: the life of a mortgage application looks nothing like a sales pipeline, and forcing it into a CRM means spending the rest of your life explaining to users why the field is called what it is called.

AI reads the documents that make up the file and extracts the data that used to be retyped: names, amounts, dates, references. It pre-fills the file and — the part that matters most — flags inconsistencies: a value that does not match across two documents, a missing attachment, an expiry date that makes a certificate unusable.

The decision stays where it was: with the case handler. What changes is the starting point. Instead of opening ten PDFs to find out whether the file is complete, you open one screen that tells you — and spend the time you saved on the files that genuinely need an expert eye.

The number: processing hours were cut in half. 50% of the time previously spent reading, retyping and checking is now automated — over a year that is tens of thousands of euros of resources freed up, which is the right way to read it: not fewer people, but the same people on work worth doing.

This applies to any work where "the file" is the unit of measure: insurance, mortgages, lending, tenders, litigation, permits. The symptom is always the same: someone opening a folder and reading everything to find out where things stand.

The number to measure before any project is how long passes between a document arriving and someone noticing it. If the answer is "it depends", there is room.