Enhancing Claims and Records Management for a Leading Insurance Company

Project Snapshot

• Client: Insurance Services Provider
• Location: Bahrain
• Documents Digitised: ~3 million
• Solution: Phased digitisation, OCR, metadata indexing + DMS optimisation and ASTRA integration
• Key Results: Improved visibility, faster retrieval, reduced storage costs, enhanced claims tracking

Background

Our client is a leading insurance services provider in Bahrain, managing a wide range of policies and claims across multiple business lines, including medical, motor, and property insurance.

Across departments such as underwriting, claims, finance, and administration, the company generated a significant volume of operational records over time. These documents are essential for policy management, claims processing, compliance, and customer service.

As document volumes continued to grow, the business required a more structured and efficient approach to managing, accessing, and controlling its records.

The Client’s Challenge

Our client relied heavily on physical document storage, with millions of records held offsite by a third-party provider.

The records lacked proper indexing and structure, resulting in:

• Limited visibility, as the company had little insight into what was stored within archive boxes
• Rising storage costs, driven by continuously increasing volumes of unmanaged records
• Slow document retrieval, requiring manual searches and delays in accessing critical files
• Difficulty sharing information across departments, particularly for time-sensitive claims processing
• Compliance and audit concerns, due to insufficient tracking and control over records

In addition, the absence of clear categorisation made it difficult for the business to determine which documents should be retained, digitised, or securely destroyed.

The Solution

Our client partnered with Crown Information Management Bahrain to implement a phased records management and digitisation programme, starting with the optimisation of its physical archives.

Phase 1: Archive Restructuring and Visibility

Crown transitioned the client’s records into a structured and controlled environment by:

> Introducing proper indexing and labelling systems

> Applying barcode tracking to all physical files

> Creating a centralised inventory, giving the client full visibility of stored records

This enabled the business to review its archive and make informed decisions on retention, digitisation, and secure disposal.

Phase 2: Digitisation and Secure Destruction

Crown then:

> Digitised selected records (approx. 3 million documents) across departments including:

– Medical claims and policies

– Motor claims and policies

– Property and underwriting records

– Administrative and financial documents

> Applied OCR technology, enabling full keyword search across documents

> Implemented structured metadata indexing for accurate and efficient retrieval

> Uploaded digitised files into the client’s Document Management System (DMS)

Outdated records were securely destroyed in line with regulatory and compliance standards.

DMS Optimisation and Ongoing Management

The client’s DMS, originally implemented by a third party, required further configuration to fully support document management needs.

Crown provided additional value by:

> Supporting the configuration of metadata fields within the DMS

> Conducting a Business Process Review (BPR)

> Delivering recommendations aligned with industry best practices

Physical files were securely stored at Crown facilities, while the client gained full control and visibility through the ASTRA system, including tiered user access and permissions.

The Results

The project enabled the organisation to transition from unstructured physical archives to a fully controlled, hybrid records management environment.

Key improvements include:

• Faster document retrieval, enabling quicker access to claims and policy records
• Improved visibility and control over both physical and digital archives
• Reduced storage costs, through optimisation and secure destruction of outdated files
• Enhanced claims tracking, providing better oversight of document movement and status
• Reduced manual handling, minimising risk of lost or misplaced files
• Improved compliance and audit readiness, supported by structured indexing and tracking

By combining digitisation with DMS optimisation and physical records control, the business now operates with a more efficient, secure, and scalable information management framework.

Key Outcomes

> ~3 million documents digitised and structured

> Improved retrieval times and faster claims processing

> Enhanced visibility of archived records and inventory

> Reduced physical storage costs and manual handling

> Improved tracking and control of claims-related documents

> Secure access via DMS and ASTRA system

Client Feedback

“This initiative enabled a full transition from physical archives to secure, accessible digital records. Also improved tracking of our claims files.”

— Senior Admin and Finance Manager

Need Some Help?

If your organisation is managing high volumes of claims, policy documents, or operational records, Crown Information Management can help you improve efficiency, visibility, and compliance.

Contact our team today to learn how our document digitisation, OCR scanning, and records management solutions can support your digital transformation.