Automating email & document processing in insurance services

01 - Challenge

Handling the flood of multilingual customer emails and attachments 

Our client, an insurance services provider, faced daily overload in its customer communication channels.

• Large volumes of emails arrived, often with attachments such as claim forms or supporting documents.
• Employees had to manually review each message and file, extract the relevant data, and key it into their systems.
• Many staff in the French-speaking teams struggled with emails written in Dutch or English — they could only guess the context and classification, increasing the risk of errors.
• Drafting replies was also manual, repetitive, and time-consuming.

This repetitive and linguistically complex work slowed down response times, created a risk of mistakes, and prevented staff from focusing on higher-value cases.

02 - Solution

An intelligent workflow for multilingual email and document handling.

Together with the client, AE co-created a workflow that combines automation with human validation. It behaves like a Dynamic Context Augmentation Agent: classifying, extracting, and orchestrating multiple steps while adapting to context.

• Email classification: Automatically identifies the type of email (claim, question, supporting documents), regardless of the original language.
• Context-aware extraction: Pulls structured data not only from the email body but also from attachments (PDFs, Word, scans).
• Validation interface: Displays the extracted fields in a user-friendly UI, enabling staff to validate or correct.
• Draft reply generation: Produces a suggested email reply that staff can refine and personalise before sending.
• Feedback loop: Every validation provides feedback, making the system smarter and more reliable over time.

This orchestration enables French-speaking staff to handle Dutch- and English-language emails with confidence, as the system pre-processes and classifies the content for them.

““Our customers notice the difference — faster replies, clearer communication, and a smoother experience overall. They feel taken care of, and that’s exactly what matters.”

03 - Outcome

In production, cutting time and reducing errors.

The solution has been in production for about six months, with French-speaking employees using it daily. 

Results include:

• Processing time reduced from hours to minutes per email chain.
• Accurate classification across languages, helping staff who do not understand Dutch or English.
• Reduced workload for employees, freeing time for exceptions and personal service.
• Improved customer experience through faster, more consistent replies.
• A proven production-ready foundation for further multilingual automation in insurance services.

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