Hiscox cuts claims data extraction time 83% with Microsoft 365 Copilot rollout to 3,000+ staff

Hiscox's claims team spent significant time manually extracting and synthesising information from multiple sources — emails, thousands of pages of expert medical evidence, and complex legal documents. This administrative burden prevented underwriters and claims handlers from focusing on higher-value decision-making and personalised customer service.

Hiscox rolled out Microsoft 365 Copilot to all 3,000+ employees across 14 countries, embedding GenAI capabilities within the productivity tools staff already used. Adoption was accelerated through an AI champions network, shared prompt libraries, drop-in sessions co-supported by Microsoft, and a dedicated Teams channel for peer-to-peer guidance.

A senior technical claims underwriter reduced the time to identify and record key claim information from up to one hour to as little as 10 minutes. Staff reported that a single Copilot prompt could save an hour on tasks that previously took four. Copilot adoption grew from 300 users to over 3,000 in two years, with 200+ employees on a waiting list at peak demand.

• Embedding AI within existing productivity tools (M365) minimises onboarding friction and accelerates enterprise-wide adoption.
• Peer champions and organic word-of-mouth — driven by visible time savings — create internal demand that outpaces supply.
• Starting with high-volume, repetitive tasks such as claims summarisation produces immediate, measurable ROI that builds confidence for broader AI investment.