Use case - Neat
Automating claims handling with Neat.
Manual claim processes are slow, costly, and error-prone. Neat chose PROMO.DEV to automate the entire lifecycle - reception, eligibility, fraud, decision, payout.
Client
Neat
Sector
Insurance & Assistance
Team
Claim Management
The challenge
Every claim is a moment of truth. Most insurers fail it.
A water leak at home. A broken windshield. A stolen phone. For the policyholder, the claim is the only moment that matters - the moment the promise of insurance is tested. And for most insurers, it is also the moment where everything breaks down. Up to 19% of claims contain processing errors. 41% of customers leave after a badly handled claim. 1 in 3 beneficiaries faces a claim in any given year.
Every insurer faces the same dilemma: give automatically and you burn cash on fraud and overpayments, or make customers claim manually and you kill lifetime value. Only 58% of home insurance customers in France are satisfied with their claim experience. Making a real-time payout is easy - making the right decision in real time is not. Unifying decision-making and payout in a single tool is the key to turning churn into a competitive advantage.
Neat needed a platform that could process claims end-to-end - from the moment a document is received to the moment the payout lands in the customer's account. Automatically, accurately, and with full fraud control at every step. Process every request at full speed, adapt when the case is complex, deliver everything needed, and control cost without breaking the promise.
How it works
From claim to payout. Fully automated.
Document received
Claims arrive through any channel - email, form, API, file upload. The system accepts invoices, photos, repair quotes, medical certificates, and any supporting document.
Data extracted
OCR reads and classifies every document automatically. Policyholder identity, claim type, amounts, dates, and supporting details are extracted in seconds.
Eligibility and fraud checked
Dual engine in a single real-time pass. The eligibility engine verifies coverage and policy terms. The fraud engine scores document authenticity, detects duplicates, and flags suspicious patterns.
Decision made
The platform decides automatically based on predefined rules and scoring thresholds. Approve, reject, or escalate to a human reviewer. Every decision is logged and auditable.
Payout delivered
Approved claims are paid out via SEPA transfer, VISA Direct, prepaid card, or adaptive compensation - refunds, legal and commercial compensation, cashback, or virtual gift. The policyholder receives confirmation. Neat gets a real-time dashboard with claim volumes, processing times, fraud rates, and cost tracking.
87% of customers say they are likely to avoid a company after just one bad experience. In insurance, that bad experience is almost always the moment of a claim - the only moment the policy is tested.
Accenture, 2025
The result
Claims processed in minutes, not weeks.
Neat processes insurance claims end-to-end with zero manual intervention. Every document is read by OCR, every claim is scored for fraud, every decision is made in real time, every payout is delivered via SEPA. The claim management team focuses on exception handling and customer relationships, not paperwork.
The challenge
- Manual claim processing with up to 19% error rates, causing delays, disputes, and customer frustration.
- No automated fraud detection - fraudulent claims slip through or legitimate claims are blocked by overly cautious manual review.
- 41% of customers leave after a badly handled claim. Poor claim experience is the single largest driver of churn in insurance.
Our solution
- Automated multi-channel document reception - email, form, API, file upload
- OCR-powered data extraction from invoices, photos, repair quotes, and certificates
- Dual eligibility and fraud engine running in a single real-time pass
- Automated decisioning with predefined rules, scoring thresholds, and human escalation
- Adaptive payout via SEPA, VISA Direct, refunds, legal and commercial compensation, cashback, or virtual gift - with real-time dashboard and full audit trail