Every day, the team at DEKRA Belgium opens their inbox to find dozens of new liability and property claims waiting for them. Buried in each email lays crucial information; who's involved, where the damage occurred, how much it's going to cost, and search for the existing claim number it might belong to.
For years, this meant scrolling through lengthy email threads, cross-referencing details, and manually puzzling together each case. But together with Paperbox, they've built something that changes the game: a solution that automatically scans the important details, pulls them out, and organizes everything in seconds.
The result? Their team now spends less time hunting for information and more time actually helping clients. They have clearer oversight, fewer errors, and have faster access to more accurate data.
DEKRA's vision: more control, less manual work
DEKRA Belgium has built its reputation as an expert in claims management and insurance expertise. As the volume of their liability and property claims kept on growing, something had to change.
Manual email processing was consuming too much valuable time. Before an expert could even visit the claimant, DEKRAʼs backoffice administration team first had to read through long emails, identify all key details, and manually create an expertise assignment in their system. Each day brought dozens of new emails, everyone requiring careful attention to make sure no essential information was missed.
The company was facing a familiar challenge: how to handle growing volumes while maintaining agile and up to speed, without burning out their team.
From manual processing to intelligent automation
What DEKRA implemented with Paperbox wasn't only a time-saver, it was a fundamental shift in how they handle expertise assignments. Paperbox became the intelligent colleague that processes every email before it reaches their team.
Three phases, one clear goal
Phase 1: Smart Classification
Paperbox connected directly into DEKRA's Liability and Property inboxes. Now every incoming email is automatically recognized, classified, and assigned to the right assignment type.
Phase 2: Automatic extraction of key data
Instead of copy-pasting every detail manually, Paperbox automatically pulls out what matters:
- Involved parties (insured, liable, third party)
- Risk addresses
- Reference numbers and damage amounts
- Brokers and experts involved
Each email also gets a clean summary, listing everyone involved, the amounts at stake, and a clear timeline that makes sense.
Phase 3: Transparency that builds trust
Here's what the DEKRA team really appreciates: Paperbox doesn't just give answers, it shows its reasoning. When it identifies the destined insurer, the team can see exactly why that decision was made. This transparency makes quality control straightforward and builds confidence in the system.
The Results: accuracy, speed, and peace of mind
Since going live, the impact has been clear:
- Over 90% accuracy on key data fields
- Faster processing of emails and documents
- Less manual work for claims handlers, who can now focus on client service
- A solid foundation for further automation initiatives
- Greater trust in data quality and case information
Looking ahead: building on a strong foundation
The journey doesnʼt end here. With a reliable system now handling the heavy lifting of incoming emails, DEKRA and Paperbox have built a strong foundation they can expand on, allowing DEKRAʼs team to focus on what matters most: getting experts on site faster and starting new assignments First Time Right.
Why DEKRA's story matters
This isn't just about processing emails faster. It's about giving insurance professionals the tools they need to work at their best. DEKRA proves that with the right approach, claims handlers don't need to choose between thoroughness and efficiency. They just need intelligent automation that understands insurance and works the way they do.
