Client Success: Global Financial Powerhouse Transforms Document Intake Automation with ImageTrust

By implementing ImageTrust, the organization transformed annuities forms intake from manual bottlenecks into a scalable automated process.

A global asset manager worth $80 billion operates a major U.S. retirement annuities business, supporting more than half a million policyholders nationwide. As transaction volumes grew, the annuities business unit was constrained by a legacy document intake process built on manual scanning and indexing. By implementing ImageTrust, the organization automated intake for 26 high-volume servicing forms, streamlined workflows, and integrated directly with core systems. The result was faster processing, higher accuracy, and the ability to redeploy more than 30 staff from manual indexing to higher-value work.

The Company: A Trusted Provider of Retirement Insurance Solutions

The U.S.-focused annuities business unit operates nationally through independent agents and plays a critical role within a globally recognized financial organization. Its operations depend on the timely and accurate processing of servicing documents, including death claims, beneficiary changes, withdrawals, and ownership updates.

These documents arrive through a mix of physical and digital channels—scanned mail, email, internal systems, and external portals—creating significant complexity at the intake stage. Because each document directly impacts policy servicing and customer outcomes, efficiency and accuracy in document intake are essential to maintaining service levels and supporting continued growth.

The Challenge: Document Workflows Weren’t Keeping Pace with Growth

For the large and growing company, every servicing form represents a customer request tied to policies, benefits, or retirement income, but its outdated intake system made it difficult to keep up as the business grew. Reliance on manual scanning and indexing created delays, errors, and costly bottlenecks that slowed service delivery, strained staff, and risked undermining customer trust.

• Legacy Processes: The organization was using a homegrown system for scanning/indexing paper mail, faxes, and emailed attachments. Their in-house system lacked automation, couldn’t process email bodies, and required heavy manual indexing.
  
• Document Diversity: Their teams handled a wide range of inbound content: servicing forms, agent/customer policy documents, vendor portal content, complaints, and unstructured notes.
  
• Scalability Needs: Document intake was centralized, with 15 staff scanning and 15 staff indexing & performing quality control, creating bottlenecks.

The Solution: ImageTrust Implementation

To overcome these challenges, the annuities provider chose the ImageTrust platform to bring automation to the heart of its servicing operations. The solution—designed and implemented by the Image Access professional services team—focused on rethinking document workflows, reducing manual intervention, and enabling straight-through processing of critical servicing forms.

• Workflow Redesign: Indexing queues were reorganized to streamline exception handling and separate servicing and agent-related documents.
  
• Automation of 26 High-Value Forms: ImageTrust automated classification and contract number extraction across the annuities unit’s most common servicing forms. including death claim, beneficiary change, partial withdrawal, ownership change, Roth conversion, and others.
  
• Native and Custom Integrations: Image Access’s team configured ImageTrust capture jobs to classify, extract, and export images and metadata into the company’s API and leveraged ImageTrust’s native integration in Box. The new AI-powered platform replaced manual indexing with automated data capture and routing.
  
• Testing, Training, & Rollout: End-to-end testing validated accuracy and scale, while targeted user training empowered staff to manage exceptions and onboard new forms, making automation sustainable and expandable for the future.

Real Results: Faster Processing, Fewer Errors, Greater Capacity

With ImageTrust in place, the organization moved from a labor-intensive intake model to a streamlined, automated operation. What once required dozens of staff manually scanning, indexing, and quality-checking now flows straight through the system with minimal intervention , except where human-in-the-loop review is required. The shift has freed up thousands of work hours annually, allowing teams to focus on higher-value work rather than repetitive low-level tasks.

Equally important, automation has brought consistency and accuracy to their most critical servicing transactions.

• High-volume forms are now classified and routed automatically, reducing delays and ensuring policies are serviced without error or backlog.
  
• Data reaches downstream processes faster, improving customer response times and laying the foundation for fully automated document processing.
  
• By training super-users to add new forms independently, the company has built a framework that scales with growth and adapts to new demands.

Conclusion: The Right Choice for Intelligent Automation

For the growing industry leader, ImageTrust didn’t just modernize intake; it redefined what’s possible. What was once a daily grind of manual work has become a foundation for speed, accuracy, and growth. It has given critical teams the control, scalability, and confidence to transform how document workflows power the business and proven how transformative the right automation can be.

Contact sales@imageaccesscorp.com to schedule a free consultation.