PalTech turned a clunky legacy claims tool into a high-performance, AI-powered solution 

Executive Summary

An independent software vendor (ISV) approached Paltech with a challenge: their claims management platform was outdated, unwieldy, and losing ground to more modern competitors. Paltech stepped in with a visionary approach, blending user-focused design and modern architecture to tackle the platform’s inefficiencies. From designing adaptive dashboards that prioritize high-risk cases to swapping expensive map services with open-source technology, every upgrade was laser-focused on faster resolutions and higher accuracy. In the process, PalTech helped the client transform into a future-ready, scalable operation that keeps adjusters—and their clients—delighted.

Business Problem

Outdated tech slows adjusters down, losing revenue and eroding customer trust

The client is an ISV providing core SaaS solutions to insurance companies. Their main product helps claims adjusters handle tasks like evaluating coverage, assigning cases, and issuing payouts. Over the years, the system’s creaky interface and scattered data created persistent bottlenecks. Adjusters often spent more time clicking through outdated forms than actually investigating claims. 

Because each claim can vary—property, automotive, maritime—assigning the right expert quickly is crucial. However, the platform’s rigid structure struggled to match cases efficiently. And when new features were requested, the legacy code proved nearly impossible to upgrade without risking major system downtime. 

The real cost went beyond slow turnarounds. Competitors introduced sleek interfaces and AI automation, enticing insurers who needed faster decisions for their customers. Missing out on innovation meant missing out on market share. The client recognized that without a major technology leap, they risked watching their user base erode under mounting pressure from modernized rivals. 

Solution Implemented

A modern, AI-driven platform—built for speed, scalability, and a radically improved adjuster experience

Paltech stepped in with a clear roadmap to transform the platform from the ground up. We prioritized performance, usability, and adaptability, ensuring every feature delivered tangible benefits for both adjusters and insurers. 

Key highlights of our implementation: 

• Modern Architecture: We rebuilt the core infrastructure using a modular framework, allowing faster feature releases without disrupting ongoing claims. 
  
• Incremental Upgrades for Minimal Disruption: We converted one feature at a time in each release so the system stayed stable and users were never overwhelmed by sudden large-scale changes.
  
• AI-Powered Claims Assistant: Our integrated chatbot sifts through multiple data points—policy details, coverage limits, claim history—and presents the most relevant information in seconds.
  
• Intelligent Insights from Historical Data: The AI assistant pulls in past cases and lessons learned, providing uniform guidance so even less experienced adjusters can reach consistent, high-quality decisions.
  
• Streamlined User Interface: A redesigned dashboard gives immediate visibility into urgent claims, re-inspections, and all relevant policy data, reducing the need for repetitive clicks. 
  
• Open-Source Geocoding: By replacing the more expensive google map APIs with open street maps with leaflet JS customizations, we cut licensing costs significantly while maintaining accurate location-based assignments. 
  
• Flexible Admin Module: We introduced a highly configurable admin portal for onboarding new insurers, managing permissions, and integrating third-party services—making system upkeep far smoother. 
  

From initial discovery to final rollout, our solution combined practical engineering with user-focused design. The client now owns a dynamic, AI-assisted platform that handles the entire claims journey—from assigning the right expert to issuing the final payout—quickly and reliably.