Digital Claims Modernization: Building a Scalable, Catastrophe-Ready Claims Engine Qorus-NTT DATA Innovation in Insurance Awards 2026

Between March-May 2024, Hippo underwent a full modernization of its claims infrastructure, migrating from legacy platforms to a unified claims management system to build a scalable, intelligent, and customer-centric claims operation. 

Our legacy claims platform was outdated and used in ways it was not originally designed to support. It lacked flexibility, required workarounds, and could not scale efficiently to support Hippo’s strategy. To achieve our long-term goals, we needed a claims architecture capable of enabling smarter automation, faster catastrophe response, and a unified data ecosystem. 

To support these goals, we needed a foundational claims system to allow us: 

• Build a Modern, Unified Claims Infrastructure: Migrate from two legacy systems into a unified claims infrastructure, eliminate workarounds, and create clean, accessible claims data integrated directly into the enterprise warehouse. 

• Accelerate Claims Handling & Customer Response: Streamline FNOL intake through digital-first reporting (web and mobile), reduce manual friction, and improve time-to-contact and time-to-payment. 

• Enable Catastrophe-Ready Digital Claims Response: Integrate aerial imagery and virtual inspection workflows to drastically reduce adjudication timelines during severe events. 

Reasons Behind

Hippo is innovative because innovation is embedded in its enterprise strategy, not isolated to individual initiatives. The company designs its operating model around scalable technology, unified data, and rapid execution to create structural, competitive advantages. Our goals are disciplined and outcome-driven — focused on accelerating growth, strengthening resilience in a volatile risk environment, and elevating the customer experience. This strategic integration of technology, data, and organizational alignment positions Hippo as a next-generation carrier built for sustainable, long-term growth. 

Resources 

This transformation required enterprise-wide collaboration, including: 

• Claims 

• Engineering 

• IT 

• Underwriting 

• Finance 

• Data & Analytics 

The entire organization aligned behind the modernization effort, ensuring strong change management. Our strategic partnerships with vendors was also central to the rapid and successful launch.  

Results 

Operational excellence metrics: 

• Less than two hours average customer contact time 

• Major reduction in negative CSAT responses; generous increase in positive CSAT responses 

• Improved speed in claims payments 

• Improved claims closure rates 

• Elimination of manual workarounds 

• Vendor contract optimizations offset a significant portion of implementation cost 

Modern infrastructure reduced cognitive load and allowed adjusters to focus on higher-value decision-making and customer advocacy.