The Insurance Emporium’s starting point
For The Insurance Emporium in the UK, claim intake did not happen through one single, neat
channel; some claims came in through a digital platform, others arrived by email, often with
attachments such as claim forms, veterinary reports and supporting documents. In practice, that
meant one thing; information came in through different routes but still had to end up in one central
claims workflow.
The Insurance Emporium wanted to improve that process without forcing customers to change how
they submitted claims.
Working with Paperbox, and using the Claim Technology platform as the operational backbone,
The Insurance Emporium created a more connected intake flow that brings digital submissions and
email-based claims together in one structured process.
Since the relaunch, claims submitted via the digital claims journey have consistently achieved
turnaround times that are approximately 40% faster than claims submitted through traditional
notification routes, based on average turnaround time measured in working days. This improvement
reflects the combined impact of Paperbox’s solution, and the Electronic Notification of Loss
(eNOL) solution provided by Claim Technology.
The challenge: multiple intake channels, one consistent workflow
Like many insurers, The Insurance Emporium faced a familiar operational reality: customers do not
always follow one ideal digital path.
Even with a digital claims platform in place, email remained an important part of the process.
Customers regularly sent additional information separately, sometimes in multiple stages, and those
documents still had to be reviewed, interpreted and linked to the right claim.
That created unnecessary manual work for the claims management team.
Instead of spending their time on review and decision-making, they were often busy with repetitive
admin; opening emails, locating the right document, extracting the right data and creating claims
manually in the system.
The Insurance Emporium needed a way to make that intake process more consistent, without
creating extra friction for customers.
How the solution works
Together, The Insurance Emporium and Paperbox designed a workflow that connects email-based
claims intake with The Insurance Emporium’s digital claims environment, built on the Claim
Technology platform.
When a claim-related email arrives, Paperbox analyses both the email and any attachments. It
identifies the relevant claim form among supporting documents such as veterinary reports, images or medical records, and isolates the information needed to start the claim. From there, Paperbox
extracts the key data fields from the form and converts them into structured data.
That structured information is then passed into the Claim Technology platform, where the process
continues automatically. Depending on the case, the system can check whether the policyholder
already exists, create a customer profile if needed, open a new claim and attach the relevant
documents to the file.
The result is one connected intake flow in which digital submissions and email-based documents
are handled in a consistent way, without requiring customers to change how they communicate.
From operational bottleneck to faster claims turnaround
The result is a much smoother claim intake process with far less manual handling.
Since the relaunch, claims submitted via the digital claims journey have consistently achieved
turnaround times that are approximately 40% faster than those submitted through traditional
notification routes, based on average turnaround time measured in working days.
For The Insurance Emporium, this has changed the role of their claims management team in a
meaningful way.
Instead of spending time on repetitive intake work, the team can now focus more on validation and
review. In other words, claims intake has evolved from a manual bottleneck into a much more low-
touch workflow.
It is important to note that this improvement reflects the combined impact of Paperbox’s solution and
the eNOL solution provided by Claim Technology.
Why this matters
The Insurance Emporium’s experience reflects a broader truth in insurance: digitisation does not
mean customers will stop using email.
For many insurers, the real challenge is not choosing between digital forms or email, but making sure
both can feed into one efficient workflow.
That is exactly what this implementation delivered.
By combining Paperbox’s ability to turn unstructured claim communication into structured,
actionable data with the Claim Technology platform underneath, The Insurance Emporium has not
only improved today’s claims intake process, but also created a foundation for further expansion.
What started in the Pet Insurance domain is now expanding more broadly, with The Insurance
Emporium preparing to roll out this approach across two additional key business lines: Equine and
Caravan Insurance.
In that sense, this implementation is not just a workflow improvement, but the start of a wider claims
transformation across the business.
