How AIT Global India Automated Insurance Claim Paperwork for a Multi-Hospital Group

Client Description

Our client is a multi-specialty hospital group in India with several hospitals across tier 1 and tier 2 cities. Many of its patients are covered by private insurers or government health schemes, so the billing and claims desk handles a heavy load every day.

Challenges

The billing team was buried in documents. Each insured patient brought pre-authorisation forms, discharge summaries, itemised bills, lab reports and TPA letters, along with supplier invoices tied to the treatment. They arrived as PDFs, scans, phone photos and handwritten notes, in English and regional languages, and every insurer used its own layout.

Staff typed the details into the hospital system by hand. One claim could carry dozens of fields spread across several documents. A wrong policy number or a mismatched patient name was enough for an insurer to send a claim back, and every rejection added days to the payment cycle.

The hospitals in the group also ran different HIS platforms, so nobody had one place to check where a claim or an invoice stood. Patients, insurers and vendors called the desk all day for updates, and those calls took time away from processing.

Reimbursements came in slowly, each claim cost more to process than it should have, and the group’s cash stayed tied up for longer.

Solutions

AIT Global India deployed TransactAI, our document automation platform, and added an AI chatbot for status queries. We configured everything around the paperwork the hospitals already received, so the billing team kept working with the same insurers and the same document formats.

Here is the stack we used and what each part delivered:

1. Document ingestion layer (email, upload and scan intake)

Documents are picked up automatically from the billing desk’s inbox, shared folders and scanners. Staff no longer sort and forward files by hand, and nothing gets lost between channels.

2. AI extraction engine (OCR, handwriting recognition and language models)

This reads the key fields from each document, such as patient ID, policy number, treatment details, bill amounts and dates. It handles handwritten notes and over 15 languages. Many document tools work from fixed templates and fail when a new insurer format appears. We trained the extraction around the client’s own layouts, insurers and languages, so new formats are added to the setup without starting over. The result was 90%+ accuracy and a large drop in manual typing.

3. Rules and validation engine (custom logic, dictionaries and lookups)

The hospital’s own rules check every entry. Policy numbers are matched against records, and bill totals are compared with the itemised charges. Anything that fails goes to a person with the exact problem highlighted. Because the client defines these rules, the checks follow the hospital’s standards, and the team can see why a record passed or failed. This is what brought down claim rejections caused by data errors.

4. Workflow and approval layer

Clean records move straight to approval, and every document keeps a full processing history. Managers monitor all hospitals from one place, which gave the group the single view it had been missing.

5. Integration layer (APIs to existing HIS and ERP systems)

Approved data is posted directly into each hospital’s current system. We connected to the platforms already in use, so there was no replacement project and nobody had to retype data. This also kept rollout time short.

6. AI chatbot (connected to the same claim and invoice data)

Patients, vendors and staff ask where a claim or invoice stands and get an answer in plain language, at any hour. Routine status calls stopped reaching the billing desk, which freed the team to work on actual claims.

7. Security and compliance layer

Patient records are protected with end-to-end encryption, and the platform is ISO and SOC 1 compliant. Every document action is logged, which supports internal audits.

One AIT Global India team handled the consulting, configuration, rollout and ongoing support, so the hospital group dealt with a single partner from the first call onwards.

Benefits

Results

Within the first six months of going live:

“Our team spends most of its day on exceptions and patient queries now.” - Multi-Hospital Group Stakeholder

Want to see how this works with your own documents? 

Book a live demo with AIT Global India