Case Management: Strategies, examples and practical guide 2025
Discover case management: definition, low-code tools, MAIA and VBG examples, benefits and FAQs
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A bespoke legal and case management software to accelerate and automate your processes.
A global insurance leader decided to replace its outdated legacy system with a custom low-code and AI-powered insurance software. The objective: modernise case management across more than 30 countries, centralise sensitive client and claims data, optimise service coordination, and automate critical processes — all while cutting operating costs by a factor of four.
What is Case Management and why is it essential?
Case Management is a cornerstone of insurance and healthcare operations. It involves the end-to-end coordination of each case, from the first claim notification to its final resolution, ensuring that medical, legal, administrative, and logistical aspects are handled without disruption.
For insurance providers, an effective Case Management System allows them to:
- Automate claims intake and processing,
- Track medical and insurance services in real time,
- Guarantee policyholder support without interruptions,
- Coordinate cross-border multidisciplinary teams,
- Stay compliant with GDPR, HIPAA, and UK financial regulations.
In complex insurance scenarios, such as emergency claims, catastrophic injuries, or long-term rehabilitation cases, the Case Manager plays a pivotal role. By relying on Insurance Software, they reduce delays, improve service quality, and ensure smooth communication between insurers, healthcare providers, and clients. Case managers work closely with occupational therapists and other healthcare professionals to enhance the quality of life for each person involved in the rehabilitation process.
Contexte
For over a decade, this global insurer relied on a patchwork of outdated technologies (Visual FoxPro, C++, PHP) to manage client cases and claims.
With more than 80 fragmented front-end screens, 20 technical integrations, and country-specific regulations, case management had become slow, inconsistent, and vulnerable. Insurance operators spent excessive time on repetitive manual tasks, which limited their efficiency in managing day-to-day claims.
Solution
Replacing the legacy system offered the opportunity to deploy a centralised Insurance Software capable of managing every case in a single, secure environment.
The goals for the insurance provider were clear:
- Provide Case Managers with a 360° view of each client case,
- Optimise coordination between insurance, medical, and social care teams,
- Integrate AI-driven decision support for both claims and medical workflows,
- Shorten resolution times for complex and high-value insurance claims.
The implementation of integrated case management principles ensures seamless coordination across all aspects of case management, from initial assessment through to final resolution.
Why not a standard CRM or BPM tool for Case Management?
Well-known BPM platforms (e.g. ServiceNow) or CRMs (e.g. Salesforce) were discarded because:
- They came with prohibitive licensing costs,
- Their flexibility was limited for the specific needs of insurance case management,
- Their interfaces lacked usability for frontline claims handlers.
A fully custom-coded solution was also ruled out, as it would have been too costly and time-consuming to deploy.
The insurance leader therefore chose a low-code strategy, enabling the creation of a bespoke, modular, and scalable Insurance Software tailored to insurance case management.
Adaptive Case Management Approach & Architecture
- Front-end: developed with React & Ant Design, delivering a user-friendly interface fully aligned with design prototypes.
- AI integration:
- Automatically transforming Figma mockups into React/Ant Design code,
- Deploying AI agents for document analysis (invoices, medical reports, claims forms, emails) to reduce operator workload and accelerate claims handling.
- Back-end: built on Xano, a low-code/no-code platform for secure API creation and integration with insurance and medical databases.
- Hosting: deployed on a private cloud, ensuring data sovereignty and compliance with international regulations in insurance and healthcare.
This adaptive case management approach allows the system to evolve with changing requirements while maintaining operational efficiency.
Implementation & results
In just 12 months, using an agile delivery model, the insurer achieved:
- Optimised case management across 30+ countries,
- 4x reduction in operating costs,
- Deployment twice as fast as a traditional build,
- +45% efficiency gains through intelligent automation.
Key benefits for the insurance leader
The new insurance software far exceeds the capabilities of traditional CRMs like Microsoft Dynamics or Salesforce.
It enables:
- Centralised client and policyholder records,
- Automatic prioritisation of high-value or urgent cases,
- Real-time dashboards for case managers,
- Native integrations (claims tools, medical expertise modules, invoice validation, travel booking) directly embedded in the interface.
This reduces repetitive actions and eliminates the need to switch between multiple systems. Each minute saved equates to thousands of hours gained, quicker claim resolutions, improved policyholder satisfaction, and reduced training time for new operators.
Intensive case management and support services
The platform excels in intensive case management scenarios, providing comprehensive support services that address complex client needs. Through effective goal setting methodologies, case managers can establish clear objectives and measurable outcomes for each case. The system follows the rehabilitation code standards, ensuring compliance with industry best practices whilst delivering personalised care plans.
HR case management integration
Beyond traditional insurance claims, the platform supports HR case management functions, enabling organisations to manage employee-related cases with the same level of efficiency and compliance. This holistic approach ensures that all case types receive appropriate attention and resources.
Download the full Case Study
Discover how a global insurance leader successfully transformed its international case management operations with a low-code, AI-powered Insurance Software. Explore additional Case studies to understand the full scope of transformation possibilities.
FAQs about Case Management
What is Case Management?
It is the coordinated handling of insurance, medical, and social cases to ensure efficient and compliant service delivery.
What are the main functions and stages of Case Management?
Assessment, planning, implementation, monitoring, and closure represent the core stages, whilst key functions include coordination, advocacy, resource allocation, and outcome measurement.
What are the different types of Case Management?
Insurance, healthcare, social services, legal, and HR case management, each with specialised requirements and regulatory frameworks.
What are case managers?
Professional coordinators who oversee the entire case lifecycle, ensuring optimal outcomes through strategic planning, resource management, and stakeholder coordination.
What is a Case Management System?
A digital system that centralises client cases, streamlines workflows, and enhances decision-making through integrated data management and automated processes.
What is Insurance Software in Case Management?
A specialised tool that allows insurers to automate claims handling, manage policies, and support clients efficiently whilst maintaining regulatory compliance.
Why is Case Management important in insurance?
It reduces claim resolution times, improves compliance, enhances efficiency, and delivers better outcomes for clients whilst optimising operational costs and resource allocation.
What is case management in healthcare?
Healthcare case management focuses on coordinating patient care, managing treatment plans, and ensuring optimal health outcomes through collaborative care approaches.
What is case management in social work?
Social work case management involves coordinating services and resources to support individuals and families in achieving their goals and improving their overall wellbeing.
