Suncorp, the largest insurance group in Australia and second-largest in New Zealand, in collaboration with the Queensland University of Technology (QUT) conducted a 6-month project involving the application of process mining techniques to analyze unstructured insurance claims handling processes.

The objective is to gain insights into how insurance claims were processed at Suncorp. In particular, we were interested in process improvement ideas to reduce the lengthy claims processing time for a group of “simple” claims.