This case study describes how a leading US health insurer serving 3M+ members reduced delays caused by paper forms and manual workflows by digitizing end-to-end member and provider request processing. Brillio assessed existing processes and implemented intelligent, compliant workflows using Appian’s low-code platform, AI-enabled ICR/OCR for document recognition, automated categorization and validation, and integrations with Pega plus self-service portals to increase adoption and reduce reliance on legacy systems. Using a capacity-based POD delivery model, the program improved outcomes with an estimated 65% reduction in average processing time, 80% less manual data entry, over 50% projected administrative cost reduction, and a 30% drop in processing errors, while strengthening auditability,

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