Corebridge Financial

Corebridge Financial, a global insurance provider operating across more than 80 countries and jurisdictions, faced a document processing crisis at scale. Across its life insurance, individual retirement, and retirement services lines, the company received millions of forms annually — many submitted as handwritten documents. Its legacy OCR solution achieved only around 10% accuracy on these handwritten inputs, meaning the vast majority of records required manual correction before they could be processed. The result: prolonged review cycles, operational bottlenecks, and a degraded customer experience at precisely the moments — policy issuance, retirement enrollment — when speed and accuracy matter most.

Corebridge Financial deployed Hyperscience's Hyperautomation platform to replace its failing OCR workflow with an ML-powered intelligent document processing (IDP) system. Unlike rule-based OCR, Hyperscience's predictive ML models are trained to accurately interpret imperfect and handwritten documents — the exact document types that had defeated the prior system. Rather than treating document extraction as an isolated step, the implementation integrated Hyperscience with existing RPA tools — Blue Prism and Automation Anywhere — to create end-to-end automated workflows for life insurance and retirement forms. This orchestration layer meant that once data was extracted, downstream data entry and routing steps proceeded without human intervention, closing the gap between capture and completion.

The deployment produced a headline outcome of up to 70% reduction in manual data entry time across targeted workflows — a substantial efficiency gain given the millions of documents processed annually. Accuracy improved dramatically from the prior ~10% OCR baseline, reducing the volume of records requiring manual correction and rework. Qualitative outcomes were equally significant:

• Employees described the transition as transformative, with one team member noting the system "made our work so much easier and more efficient"
• Rapid adoption across the organization, attributed to Hyperscience's intuitive interface requiring minimal retraining
• Staff previously tied to data entry were freed to redirect effort toward higher-value customer-facing and analytical work

• Legacy OCR is not a viable long-term solution for insurers handling handwritten forms at volume — predictive ML-based IDP closes the accuracy gap that rules-based systems cannot.
• IDP and RPA are more powerful in combination: pairing intelligent extraction with workflow automation delivers end-to-end efficiency rather than just faster data capture.
• User adoption is a deployment risk equal to technical fit — a system employees find intuitive will achieve ROI faster than one requiring extensive change management.
• Prioritize document types with the highest manual burden first; life insurance and retirement enrollment forms offer a high-impact entry point for automation programs.