Suncorp: Fujifilm Content AI classifies and names workers compensation claim documents, projected to save 68,000 hours a year

Suncorp, the ASX-listed insurer headquartered in Brisbane, has deployed Fujifilm Content AI to classify and name claim documents in its workers compensation operations. The solution is live in production and, according to Fujifilm, is projected to save 68,000 hours of manual effort a year. The problem was volume and inconsistency. Suncorp processes more than 1.1 million workers compensation claim documents a year across its two largest document categories alone, and every document must be categorised and given a short name before it can be actioned. Classification relied on human interpretation against a complex matrix of business rules and reference samples, and documents that look alike can require different handling. Claims specialists were making 20,000 to 28,000 manual corrections to document types and names each month. Content AI uses AI reasoning over each document's content and context to support consistent classification and to generate document names automatically. Suncorp and Fujifilm rolled it out in phases: realistic test datasets, including redacted production documents, were used to compare existing classifications with AI-assisted results before going live, and change management was treated as part of the implementation, with feedback from claims teams guiding refinements to both the technology and the process. Within three months the teams had a working solution covering 62% of document volume across the two largest claim document categories. Claims specialists keep responsibility for the final assessment. Since deployment, average daily document naming corrections have fallen from 4,297 to 2,345, a reduction of about 45%, giving claims teams more time to progress claims. Fujifilm's operational reporting is combined with Suncorp's internal analytics to monitor performance and map edge cases. "Be data-led. Continuously measure outcomes. The ability to combine Fujifilm's operational reporting with our internal data has allowed us to validate results, identify new opportunities and continually improve performance," said Shontel Dashwood, National Performance & Delivery Manager – Workers Compensation at Suncorp. The teams continue to review performance, user feedback and edge cases to improve both the solution and the surrounding business process.