Introduction
As a leading insurance provider, NN Belgium is dedicated to supporting customers through some of their most pivotal life events. Their claims teams handle sensitive dossiers where speed, consistency, and compliance are critical. Especially disability claims are inherently intricate cases that require meticulous, ongoing follow-ups and complex documentation management.
Client
NN
Client since
2025
Services
Solutions
Technologies
The problem
Historically, the claims handling workflow was bottlenecked by disparate systems and highly manual, repetitive tasks. Because agents had to manually track statuses, manage folders, and log updates, the operation suffered from frequent delays, process inconsistencies, and significant blind spots in end-to-end visibility. Compounding these operational challenges, rigid governance policies restricted the implementation of classic back-office integrations, forcing the need for a more innovative solution.
How we solved it
To overcome these systemic roadblocks, we partnered directly with the claims handlers to co-create a tailored, user-centric solution. The cornerstone of this transformation was a model-driven Power App, designed to serve as a unified "central case cockpit" for all claims activities.
To navigate the strict governance and integration constraints, we engineered an innovative data pipeline: legacy CRM data was systematically exported via Power BI to SharePoint, then seamlessly ingested into Dataverse through a scheduled dataflow. Finally, we deployed targeted Power Automate workflows to eliminate manual, repetitive tasks, such as folder generation and FDR integration. This automation, combined with standardized system logging, streamlined daily operations and established robust traceability and end-to-end auditability.
The results
This approach delivered a highly intuitive, fully governed platform that successfully centralizes all dossier management into a single source of truth. By replacing disjointed manual tasks with intelligent automation, the new system significantly reduces administrative overhead and guarantees consistent execution across the board.
This architecture establishes a robust, scalable foundation; one that is fully equipped to seamlessly integrate additional use cases and support future operational growth.
Accelerated Intake and Resolution
By centralizing all daily activities into a single, unified workspace, handlers no longer waste time navigating between disparate systems. This consolidation directly streamlined the workflow, resulting in significantly faster case intake and more efficient overall claims handling.
Data quality increased
The new architecture eradicated the need for redundant manual data entry across multiple disjointed applications. By establishing a true single source of truth, the solution proactively prevents data duplication and drastically improves overall data quality and accuracy.
Better traceability through structured logging
The shift to structured, automated system logging created a highly transparent and reliable audit trail. Critical decision points, contextual notes, and required next actions are now systematically captured, ensuring complete visibility and easing compliance reviews.
It was an absolute pleasure to work with Datashift. Our collaboration was consistently smooth and efficient. The team delivers not only a high-quality technological solutions, but also products that seamlessly meet our needs - intuitive, user-friendly, and intelligently designed. Datashift thinks along with you at every step and works in a highly proactive manner.
It was an absolute pleasure to work with Datashift. Our collaboration was consistently smooth and efficient. The team delivers not only a high-quality technological solutions, but also products that seamlessly meet our needs - intuitive, user-friendly, and intelligently designed. Datashift thinks along with you at every step and works in a highly proactive manner.
Key Learnings
.
Co-create with end users, then build for adoption
By actively involving the claims handlers from the project's inception, we ensured the final application was deeply aligned with their actual daily workflows. This collaborative approach guaranteed immediate usability and fostered strong grassroots buy-in from day one.
Design for governance constraints, not despite them
By implementing a pragmatic, fully governed data ingestion pipeline (Power BI → SharePoint → Dataverse), we successfully bypassed traditional integration roadblocks and delivered rapid business value without compromising security protocols.
Automate the repetitive, keep humans in control
By strategically automating repetitive administrative tasks, such as folder creation, FDR integration, and structured logging, we drastically reduced the operational workload. This allowed the claims handlers to remain firmly in the driver’s seat, freeing them to focus their time and energy on complex case analysis and critical decision-making.
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