CED compresses claims handling to same-day across 600K+ cases

Scaling past the limits of manual claims operations

CED's operations teams process more than 600,000 claims cases annually, over 1,600 per day, spanning property damage, motor, and liability claims across multiple European markets. At that scale, delays are not just operational. 

They land at the worst moments: when a family needs a car back to get to work, when a home repair cannot wait, or when a customer needs clarity and funds to move forward. But the real pressure came from the economics. SLA windows were tightening with every contract renewal, and the labor market for experienced claims handlers was drying up across Europe. 

Each retiring subject matter expert took years of claims judgment with them, and replacements were not available at the same cost or competence level. Leadership saw the inflection point clearly: AI was enabling a new operating model, and the choice was to lead the wave or be left behind.

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The operational consequences were measurable:

• On cost and capacity: Operations were headcount-dependent. Volume spikes from seasonal events or catastrophes required surge staffing, and the cost model limits continued growth.
• On SLA compliance: During spontaneous peak periods, resolution times can stretchand increase backlogs, impacting clients. 

CED had invested in prior automation approaches, but those solutions could not handle the nuance of multilingual claims communications, could not execute decisions across core claims and policy systems, and broke down under volume pressure.

The question facing leadership was not whether to optimize, but whether to lead or slowly be disrupted. How could CED scale to meet growing volume, reduce cost per claim, and meet tightening SLAs without propo

Autonomous claims execution under governed control

CED aligned on a single objective: end-to-end autonomous claims execution where AI agents handle their full claims management lifecycle, with human operators intervening only on exceptions and with Otera’s specialized AI agents deployed across CED's claims workflow. 

These agents operate as a coordinated workflow: each handles a distinct step of the claims process in sequence, governed as a single flow rather than isolated automations. Processing volumes adjust dynamically to daily fluctuations and case complexity, maintaining consistent speed whether handling 500 or 50,000 cases in a day.

Every autonomous decision remains fully traceable, reviewable, and overridable by human operators. CED's teams retain complete visibility into agent activity and can intervene at any point, giving the organization both the speed of autonomous execution and the control that regulated industries require.

The result: CED reduced backlog to zero and made same-day resolution the operating standard across its 600,000+ annual claims cases, with human teams focused on exceptions and complex decisions.

A New Operating Standard for Claims at Scale

The impact was immediate and measurable across CED's core operational metrics:

• Autonomous resolution at scale: Routine claims flow from intake to settlement, with human teams stepping in only on exceptions and complex cases.
• Zero backlog: Backlogs that previously stretched across days or weeks were eliminated entirely. Claims processing now operates at the speed of intake, not the speed of available headcount.
• 80% of operational capacity redeployed: Four-fifths of the team previously dedicated to manual triage and case handling was redeployed to complex case resolution, client relationship management, and quality oversight.
• Same-day resolution as standard: Claims that previously took days to clear now resolve within hours, consistently, across all case types. 

In Goffinet's words:

"What remains mind-blowing is really the ability we've had with Otera to handle so much volume in a matter of seconds."

With autonomous execution proven on claims intake and resolution, CED is now extending the model to additional workflows. The operational blueprint is repeatable: the same agent architecture that handles 600,000+ claims cases annually can scale to new case types, new geographies, and growing volumes without proportional headcount.

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As Goffinet puts it:

"It showed us new ways of working, and for us, it's really the beginning of complete new avenues for the company."