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ServiceNow Financial Services Birmingham, Alabama

ProAssurance

Customer Service Automation · Enterprise Knowledge Search

ProAssurance needed to move from siloed, legacy insurance operations to a more digital "insurtech" model that could unify claims, underwriting, customer service, and partner interactions without forcing teams and customers through disconnected systems.

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10.3K hours saved across the organization over 8-months with agentic AI
59% reduction in compute time for user-initiated transactions
75% of digital support team allocated to higher impact roles thanks to AI
UI SQL Time was nearly 2.5 times faster

Reported impact

Business outcome

ProAssurance shifted 75% of its digital support team to higher-impact work, saved 10.3K hours across eight months with agentic AI, reduced compute time for user-initiated transactions by 59%, and made UI SQL nearly 2.5 times faster for customer and partner interactions.

  • Customer Experience
  • Productivity Improvement
  • Speed to Market

Solution

ProAssurance built its insurance-service transformation on the ServiceNow AI Platform in layers. It first modernized internal support with IT Service Management, then adopted Financial Services Operations to run end-to-end claims processing from first notice of loss through resolution while exposing underwriting dashboards for submissions, renewals, and endorsements. Customer Service Management added integrated credentialing, billing support, and inquiry handling on the same platform, and a next-generation portal built on the ServiceNow FSO Data Model became the front door for agents and policyholders while "Customer Central" gave internal teams a real-time operating view. RaptorDB Pro then accelerated access to years of policy and customer data, cutting interaction latency. On top of that foundation, ProAssurance launched AI Agents and AI Agent Orchestrator with a curated Unified Knowledge library so support emails can be ingested automatically and templated responses can be drafted without taking people away from higher-value work.

Data flow

Policyholder and partner interactions enter through ProAssurance's portal and customer-service channels, where Customer Service Management and Financial Services Operations orchestrate claims, policy servicing, and support workflows. RaptorDB Pro speeds access to policy and customer records, while AI Agents and AI Agent Orchestrator consume support emails and curated knowledge to draft responses and automate follow-up work.

Solution architecture

7 components · 3 layers
  1. Compute
    • AI Agents Power pilot automations in claims, underwriting, administrative operations, and portal support.
    • AI Agent Orchestrator Coordinates multiple AI agents behind ProAssurance Assist to process support emails and response workflows.
  2. Storage
    • RaptorDB Pro Accelerates transactional and analytical access to large policy and customer datasets.
  3. Orchestration
    • ServiceNow AI Platform Provides the common workflow, data, and AI foundation for ProAssurance service operations.
    • IT Service Management Supports the internal help desk and employee portal that anchored the early rollout.
    • Financial Services Operations Runs end-to-end claims processing and underwriting workflows on the insurance operations layer.
    • Customer Service Management Handles credentialing, billing support, and general customer service interactions on the same platform.

Architecture clues

  • Customer Central provides a single pane of glass for internal monitoring, servicing, collaboration, and case resolution.
  • ProAssurance Assist automatically ingests portal-support emails and drafts templated responses using agent orchestration.
  • The next-generation insurance portal is built on the ServiceNow FSO Data Model.

Evidence from the source

ProAssurance Assist automatically ingests all support emails sent to the Portal team and creates templated responses.
The Digital Experience team selected ServiceNow Financial Services Operations (FSO) to modernize the original claims workspace and build a true end-to-end claims processing environment-from first notice of loss (FNOL) to claims resolution and reporting.
The company replaced a hybrid homegrown/third-party legacy system-building an insurance portal based on the ServiceNow FSO Data Model to manage financial accounts and insurance policies-with remarkable results.
The results were immediate with RaptorDB Pro. Data that once took frustratingly inconsistent amounts of time to load now appears instantly.
Using ServiceNow Customer Service Management (CSM), the insurer had an integrated solution for essential customer service operations, including credentialing, billing support, and general inquiries.
Transparency Evidence & methodology 100/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    4 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    ProAssurance customer story

    First-party
    https://www.servicenow.com/customers/proassurance.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived Jun 27, 2024 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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