Success case Humano Seguros
This content is based on the success story published by AWS about Humano Seguros. At Insbuilt, we share a complementary perspective on the architecture, implementation, and results achieved throughout this transformation.
Learn MoreHumano Seguros, one of the largest insurance companies in the Dominican Republic with over 17 years of experience, approximately 1.5 million health affiliates and 500 thousand life insurance policyholders, with presence in Panama, El Salvador and soon Guatemala, transformed its health policy issuance process with Generative AI and cloud-native infrastructure on AWS. In collaboration with Insbuilt, the solution reduced issuance time from 8 days to just 3 minutes, improving efficiency, reducing costs and ensuring security and traceability across operations.
Intelligent Policy Issuance on AWS: From 8 Days to 3 Minutes with Humano Seguros
Humano Seguros faced a significant challenge: processing large volumes of health policy affiliation requests, where each application includes complex and heterogeneous documentation — birth certificates, national IDs, marriage certificates, handwritten enrollment forms, handwritten health declarations, and scanned or photographed documents. The process relied on manual validations, multiple email exchanges and response times of up to 8 business days, generating high operational costs, frequent rework, poor traceability and an unsatisfactory experience for insurance brokers.
To transform this reality, Insbuilt implemented a modern architecture on AWS based on Infrastructure as Code (IaC), enabling fully automated orchestration of the policy issuance workflow while incorporating Generative AI (GenAI) capabilities to classify documents, extract data and validate information with precision. The solution integrated services such as AWS Step Functions for orchestration, Amazon Bedrock with Amazon Nova Pro models for generative AI and multimodal capabilities, Amazon Bedrock Data Automation for data extraction, AWS Lambda for serverless processing and Amazon S3 as a Document Lake with 11 nines durability and encryption at rest, ensuring scalability, security and full traceability.
The new platform simplifies the insurance broker experience in just three steps: upload documents to the Virtual Office, automatic AI-powered validation, and immediate digital issuance. The system interprets structured and unstructured documents, including handwritten ones, regardless of format or submission order. In under three minutes, it validates information, applies business rules, generates policy conditions, issues digital ID cards and notifies the broker of the result. Cases requiring additional judgment are automatically routed to a human analyst, with resolution times close to three hours.
The impact was immediate. Humano Seguros achieved:
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Reduction of issuance time from 8 business days to 3 minutes.
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Over 50% of requests processed fully automatically without human intervention.
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First Contact Resolution (FCR) above 50%, eliminating rework and back-and-forth cycles.
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Insurance broker satisfaction (CSAT) above 75%.
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95% reduction in manual data entry.
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70% improvement in operational efficiency.
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50% reduction in human errors.
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Over 99.9% availability on critical services.
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54% reduction in operational costs.
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Significant reduction in FTEs dedicated to manual tasks.
With this transformation, Humano Seguros not only optimized its current operation but also removed technological limitations that hindered system integration and established a solid foundation to continue scaling new GenAI initiatives in the insurance sector. The architecture is fully reusable: enabling a new use case only requires defining a new flow and deploying it, without modifying the existing infrastructure.
