Client: Somerset Bridge Limited
Industry: MGA
Location: UK
Service: ACE
We planned for a huge year of growth in 2024, striving to become an efficient claims operation, leveraging the power of technology to scale. What started as a drive for efficiency has evolved into something far more impactful.
Our claims team can now focus purely on value-added, complex work, making their roles more engaging and improving outcomes for our customers. The solution has also unlocked new use cases, from customer communications to payments, all delivered through a standardised, rigorous process.
It’s enabled seamless integration with partners like our vehicle repair network, automating repeatable, low-complexity tasks and triggering next actions for handlers automatically.
– Head of Claims, Somerset Bridge
The challenge
As Somerset Bridge (SBL) experienced rapid business growth, its claims operation faced mounting pressure. Key journeys, particularly motor total loss, repair, and personal injury, were admin-heavy, time-consuming, and difficult to scale. Claims handlers struggled with multiple disconnected systems, duplicating effort, and enduring heavy manual workloads.
Payments were a major pain point. Processing payment bordereaux, reconciling inbound/outbound claims payments, and managing spreadsheets consumed hours weekly, delaying settlements, restricting cashflow visibility, and increasing operational risk.
SBL’s leadership realised adding headcount was not sustainable. They required a smarter, scalable approach to:
- Reduce manual touchpoints
- Automate repeatable tasks
- Connect disparate systems
- Support compliance and control
- Protect customer outcomes
The solution needed to integrate seamlessly with existing systems and deliver real impact quickly.
Partnering with RDT, SBL reimagined claims from the ground up, prioritising user needs over abstract KPIs. This collaborative approach created a future-proof, modular solution delivering continuous value and enabling innovation and growth without sacrificing control or service.
The solution
What began as a project to improve efficiency became a model of intelligent, scalable claims automation. By eliminating manual admin, reimagining high-friction journeys like motor total loss, and empowering handlers to focus on decisions, not data entry, SBL can now handle more claims without growing the team at the same rate.
Focusing on solving real pain points, SBL and RDT tackled high-friction journeys like motor total loss with targeted technology application.
At the core is ACE, RDT’s intelligent insurance process automation platform. ACE doesn’t replace existing systems but connects them – claims and underwriting platforms, repair networks, customer databases, third-party data, and payment gateways – creating a unified, intelligent workflow layer.
ACE automates tedious tasks such as summarising claim data, verifying policy details, updating systems, and generating payments. It suggests next-best actions, triggers recovery events, and escalates complex cases. Handlers use a single interface to manage entire claims without switching tools or rekeying data.
ACE’s visual BPMN design tool empowers non-technical users to quickly build, test, and deploy workflows. ACE began to incorporate Intelligent Document Processing (IDP) with GenAI in mid-2025, extracting information from unstructured documents and integrating it into decision flows.
By embedding ACE into existing processes, SBL gained real-time visibility, event-driven automation, and a modular, scalable claims operation ready for growth.
See intelligent automation in action
See how our technology streamlines a total loss motor claim, demonstrating the power of AI and automation in real-world scenarios.
This is just one example of how RDT’s modular, cloud-native platform simplifies complex insurance processes.
Results & impact
The transformation combining ACE technology, process redesign, and close collaboration delivered clear benefits in efficiency, cost avoidance, and customer experience.
Key outcomes in 2024 include:
- Automating 30% of manual effort, enabling scale without hiring and refocusing staff on complex claims
- Reducing reliance on third-party vendors, lowering tech costs and complexity
- Improving governance with full audit trails and process transparency
- Increasing handler satisfaction by reducing information chasing
- Boosting recovery success through proactive case follow-up
- Accelerating new journey deployment from months to weeks
- Enhancing customer experience with automated communications keeping claimants informed
Next steps
This is just the start. Benefits will grow with more claim types onboarded and further automation planned, including IDP and automated credit hire workflows by mid-2025. ACE’s modular design allows incremental journey expansion, making claims smarter, faster, and future-ready.
