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Länsförsäkring Kronoberg transforms insurance claims efficiency through digitalised flows
Länsförsäkring Kronoberg demonstrates how eliminating manual steps in claims handling can improve operations and the customer experience.
“From early discussions through testing and final implementation, the process was highly structured and exceptionally smooth, with a consistently frictionless experience throughout.”
Sebastian Andersson, Claims Manager – Personal, Health and Accident Insurance, Länsförsäkring Kronoberg
Länsförsäkring Kronoberg, part of the federation of Länsförsäkringar, one of the largest insurance alliances in the Nordics, provides insurance services with a strong focus on customer proximity and high service quality. In its claims handling process, a recurring challenge was the reliance on physical mail for sending authorisations and medical consent forms.
Previously, it could take a month or more for documents to be sent, signed, and returned, creating prolonged handling in claims progression and increasing the need for customer follow-ups during the waiting period. Sending powers of attorney by post was simply too slow for modern expectations, and there was a clear ambition to significantly reduce handling times.
“Länsförsäkring Kronoberg demonstrates how eliminating manual, paper-based steps in claims handling can materially improve both operational efficiency and the customer experience. It is a strong example of how thoughtful digitalisation delivers tangible business value.”
Fredrik Eriksson, Sr Account Executive, Scrive
Moving towards a digital-first claims process
To shorten lead times and better meet customer expectations, Länsförsäkring Kronoberg introduced digital e-signature workflows with Scrive GO Plus to replace paper-based sending and signing of authorisations and self-declarations.
The decision was driven by ease of use for both customers and claims handlers, alongside the need for a secure and compliant way of handling sensitive insurance data. A key strength of Scrive GO Plus is its ability to integrate seamlessly with complex legacy systems without requiring development work – enabling rapid implementation even in established IT environments.
Embedded in everyday claims operations
Today, digital signing is fully embedded in Länsförsäkring Kronoberg’s claims workflows. Authorisations and self-declarations are sent electronically and flow directly into existing systems without the need for manual handling.
The integration fits naturally into established processes, with cases initiated digitally and handled automatically through to completion, meaning that existing workflows could be maintained without any major redesign.
Faster outcomes and improved customer experience
Since introducing e-signing, Länsförsäkring Kronoberg has seen clear and consistent improvements across relevant parts of the claims process. Turnaround times have decreased significantly, enabling faster decisions and reducing uncertainty for customers.
Internally, workload and resource allocation have remained stable, while overall efficiency has improved. At the same time, the solution supports compliance and internal risk management requirements for handling sensitive data, ensuring that speed does not come at the expense of control or security.
Notably, around 90% of relevant claims workflows are now handled digitally, marking a significant shift from paper-based processes to fully digital document handling.
A shift that quickly became the new standard
What started as a continuation of established routines quickly shifted in practice, as teams experienced how much faster and more straightforward the digital flow was compared to manual handling. Over time, this moved from a change in behaviour to the default way of working.
“At first, people tended to stick to their old habit of sending documents by post, but once we started using the service, the experience was so smooth and positive that adoption followed quickly. The solution delivers on our expectations, and in today’s environment there is a clear expectation for digital services. With Scrive, we meet that expectation.”
Sebastian Andersson, Claims Manager – Personal, Health and Accident Insurance, Länsförsäkring Kronoberg
Beyond internal adoption, the approach has also been shared within the wider federation of Länsförsäkringar, reinforcing its relevance and scalability across organisations.
Today, with the vast majority of workflows now handled digitally, Länsförsäkring Kronoberg has significantly modernised a key part of its claims operation, reducing friction, improving responsiveness, and establishing a more efficient and scalable way of working.
Let’s talk
Request a meeting so you can tell us what you’re trying to solve, and we can look at how Scrive can streamline your business processes and bring value to your organisation.
