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LTCG improves claims processing with Nintex’s full-cycle automation

Nintex helped LTCG’s workforce embrace the digital transformation of their organization and bridged the gap for users with no technical background.


unique processes discovered within two weeks

Human error practically eliminated


total cost savings per year

Health & Life Sciences
Capabilities Used
Process Discovery

Who they are

Long Term Care Group (LTCG) is a leading provider of business process outsourcing for the insurance industry, managing complex long-term care portfolios to maximize financial performance. LTCG has more than 1.4 million long-term care policies currently under its management, representing nearly 20% of all active policies. The company serves over 50 national carriers, including every one of the top 10 insurers in the long-term care market.

What they need

Because of the people-driven character of the long-term care insurance industry, a large proportion of LTCG’s day-to-day work was based on hand-written documents such as notes and faxes. Processing such a wide variety of paperwork naturally relied heavily on labor-intensive, manual efforts that were both repetitive and time-consuming in nature, resulting in the need for a solution that is straightforward to implement, very reliable, and easy to scale up at a later date.

How they did it

LTCG opted to use Nintex’s process discovery solution, which is part of Nintex’s full-cycle automation suite. They used the tool to identify further processes to automate in the insurance applications, billing/administration, and claims processing domains.

Transforming claims processing

LTCG deployed process discovery, and in under two weeks, 83 unique processes were discovered. Seven discovered processes were able to be rapidly automated. Thanks to Nintex’s solution, LTCG has realized an improvement of up to 70% proficiency in claims processing, with human error practically eliminated, leaving agents able to focus on providing amazing customer service instead.

Nintex has helped our existing workforce embrace the digital transformation of our organization. We now have people who are more interested than ever in moving over to digital processing.
Justin Kruse, Operations Consultant, LTCG
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