Reinvent the wheel? No, we’re looking for ways to improve it

With most large projects, we send the new project request through a detailed evaluation stage to make sure we thoroughly understand the scope of a client request before we begin developing a solution. However, not all projects require that time-consuming level of evaluation. 

About six months ago, we overhauled the way we handle standard configuration file projects. We’ve created a streamlined process that bypasses legacy triage and routes these projects through an expedited path.

The results have been impressive. Clients are already noticing faster turnaround times and more responsive service, especially for file-related enhancements. It’s a small but powerful change that reflects our ongoing efforts to optimize project delivery and speed to market.

We continue to expand our use of artificial intelligence (AI) across the software development lifecycle. We’ve adopted AI tools to help us write better user stories and acceptance criteria — two elements that are essential to our development process. Also, by working directly with clients up front to vet detailed project scope, we’re delivering better quality products with fewer issues that require correction after implementation.

We’re using AI to help read and translate outdated code into modern programming languages, allowing us to upgrade critical systems more efficiently. And we’re also using AI to automate many of our regression tests, allowing our teams to focus on higher-value activities while delivering enhancements faster.

Another groundbreaking development is our implementation of self-healing technology for core business functions. This AI-driven component can detect failures in critical workflows, identify the root cause and even write the necessary code to fix the issue — often before users ever notice a problem.

Security remains one of our most important responsibilities — and one we take incredibly seriously. In response to the broader cybersecurity environment, including high-profile breaches like the Change Healthcare incident, we’ve strengthened our security posture through a variety of measures. These include continuous monitoring by our IT team and scanning software to look for security vulnerabilities and potential for risk, and white hat testing to stay ahead of bad actors. 

Our security initiatives aren’t one-time fixes. They’re part of an ongoing strategy to stay ahead of evolving threats and provide peace of mind to clients about the safety of their data.

By leveraging new AI technology to enhance our existing proprietary predictive analytics, we’re creating more detailed, specific predictions on claim risk, projected total claim cost and claim duration. Our clinical team utilizes this technology internally when evaluating potential claim risk and recommending interventions, and we’re exploring ways to expand this critical data to claims professionals.

All of these internal enhancements, while largely invisible to the outside world, have a significant impact on how we serve our clients. Whether it’s reducing downtime, improving turnaround time, securing data or introducing smarter, AI-powered processes, these behind-the-scenes investments are the backbone of our commitment to excellence.

As we look ahead, we’re not only building better technology, we’re building a better organization. One that listens to feedback, adapts quickly, and remains focused on serving our clients and helping injured persons recover. We’re making things better for people, and that’s what we’re all about.