Fidelity United accelerates claims management with Hyland OnBase™

Industry: Insurance (personal, commercial)
Location: Dubai, United Arab Emirates
Solution: Hyland OnBase™
Partner: SquareOne

Fidelity United Insurance modernized motor claims for its personal and commercial insurance business across the UAE and GCC with Hyland OnBase, working with SquareOne to move from fragmented, manual claims handling to a more connected and auditable operating model. By unifying claims content, automating key workflows and creating a trusted record of documents, actions and decisions across the claims life cycle, the insurer can register claims in under one minute, support more than 70 automated report types and provide claims, underwriting, actuarial and business intelligence teams with more consistent, timely data for better decision-making.

Fidelity United manages a high volume of motor claims across its personal and commercial insurance business in the UAE and broader GCC region. Teams process information from multiple sources, including photos, videos, police reports, repair estimates and handwritten notes, while balancing speed, accuracy and compliance. As claim volumes grew and more unstructured content arrived through digital and traditional channels, fragmented systems and manual processes made it increasingly difficult to scale operations, maintain consistency and provide stakeholders with timely information.

“Insurance organizations are under pressure to make faster decisions without sacrificing governance. We needed a way to bring content, workflows, automation and auditability together so every stakeholder could work from the same trusted information,” said Ahmed Sherif, Chief Information Officer at Fidelity United.

The company also saw an opportunity to make claims information easier to access across the business. Greater insight into claims activity could help underwriting and actuarial teams make more informed decisions while supporting continued operational improvement.

That need shaped the insurer’s search for a solution that could turn fragmented claims information into a structured, enterprise-ready process.

When evaluating potential solutions, Fidelity United looked for insurance expertise, strong integration capabilities and the flexibility to support existing business processes. Service quality, turnaround times and seamless integration with critical systems were all important considerations.

OnBase emerged as a strong fit. The solution gave the insurer support across the claims journey, from first notice of loss (FNOL) to settlement, recovery and document management, along with the configurability needed to align workflows with operational requirements.

Equally important, OnBase offered robust document management and audit capabilities, allowing the company to centralize claims documentation, approvals and communications while maintaining traceability throughout every stage of the process.

“We weren't looking for a point solution. We wanted something that could scale with our vision, integrate with our core systems and support continuous innovation across the business. OnBase gives us that foundation,” Sherif said.

Within Fidelity United's OnBase-powered claims environment, AI-supported processes help classify incoming content and accelerate workflows. Information from websites, WhatsApp, email and call centers is captured alongside supporting documentation such as police reports, photos, videos and repair estimates. In many cases, claims can be registered in under a minute.

Integrated workflows help validate information, route work to the appropriate teams, support AI-driven settlement activities and manage approvals throughout the claims process. Instead of teams searching across systems or relying on disconnected handoffs, claims information now moves through a structured, traceable process from intake through settlement. Every document, action and decision is captured within the claims record, providing a complete audit trail and a single, auditable view of each claim.

“Growing volumes of photos, videos, estimates and third-party reports highlighted the need for a more connected approach to claims information. We wanted to unify content, automate ingestion and create a single source of truth that could support faster decisions and better outcomes across the business,” said El Sayed Agag, Head of Motor Claims at Fidelity United.

With information centralized in one place, stakeholders across claims, underwriting, actuarial and business intelligence teams can access consistent information and gain greater insight into claims activity. That visibility helps teams identify patterns, respond to high-volume periods, inform risk selection and pricing strategies, and use claims intelligence beyond the claims department.

Since implementing OnBase, the insurer has improved claims processing efficiency while strengthening consistency across teams. Automation reduces manual work, standardized workflows support better decision-making and centralized information helps employees quickly access the content they need.

The company has also strengthened governance by maintaining action logs, approval histories, decision documentation and supporting content within the claims record. That gives teams a clearer way to document, explain and defend claims decisions while supporting audits, compliance requirements and decision traceability more efficiently.

The insurer credits implementation partner SquareOne with helping bring its vision to life.

“SquareOne took the time to understand our business and build around our operational requirements rather than applying a generic solution. That collaborative approach was instrumental in helping us achieve the results we see today,” Agag said.

Fidelity United also benefits from greater access to claims data and operational insights. Automated reporting provides visibility across more than 70 report types, helping leaders quickly identify trends, respond to changing conditions and use claims intelligence to support underwriting, actuarial analysis, business planning and decision-making.

Fidelity United views claims modernization as an important step in its broader digital transformation strategy. With a unified foundation for content and workflows in place, the insurer is exploring additional opportunities to expand automation and AI across the business.

By connecting content, processes and decision support, Fidelity United has built a more efficient and transparent claims operation that benefits employees, customers and the business.