As one of Mexico’s leading insurance companies specializing in property, casualty and civil liability insurance, GMX Seguros has prioritized operational excellence and customer experience. Facing the perennial challenges of paper-intensive processes, escalating compliance demands, and the critical need for rapid claims resolution, the insurer sought to replace a legacy document management system with a more robust solution.

Before adopting Laserfiche, the GMX grappled with a complex web of manual processes and physical documentation. Policy issuance, regulatory compliance and claims handling were bottlenecks that hindered efficiency and customer satisfaction.

“We were generating a lot of paper in different ways,” said Oscar Salgado, CIO at GMX Seguros, describing the sheer volume of paper as about the size of a two-bedroom apartment. This physical footprint wasn’t just about space; it translated into slow, laborious workflows. The claims process, a cornerstone of customer trust, was particularly impacted.

“Claims processing used to take more than 15 days,” Salgado said. Longer timelines in claims processing, however, test customer patience in their time of need.

Beyond operational inefficiencies, the company faced stringent regulatory requirements, such as those from the Comision de Seguros, demanding meticulous collection and secure storage of sensitive customer documents (IDs, proofs of address, financial statements) to comply with anti-money laundering regulations. Managing these crucial personal documents across disparate systems was a significant hurdle.

The insurer began implementing Laserfiche with a focus on policy management, digitally archiving all issued policies and integrating them with a customer portal for easy download. This initial success paved the way for more expansive applications.

A key area of transformation was regulatory compliance. “We need to collect IDs, address, proofs of address, statements — all these documents are personal and sensitive data,” Salgado said. “We store them in Laserfiche, and this helps us organize all the documents within our customer folders.” The centralized, secure repository became indispensable for managing sensitive data and demonstrating compliance.

The most significant impact, however, was felt in claims. The company developed a digital claims solution, which collects all necessary documents from customer and automatically builds a digital file. The GMX team built an integration between Laserfiche and the company’s claims system via Laserfiche API which links every claim document to its corresponding policy and customer file, creating a comprehensive digital record.

The insurer’s use of Laserfiche extends to other departments and critical processes including:

The implementation of Laserfiche yielded immediate and profound benefits, most notably in time savings and operational efficiency.

This strategic advantage became especially evident during a crisis, when GMX experienced an influx of claims in a short period of time. In 2023, Hurricane Otis made landfall near Acapulco and became the costliest tropical cyclone to strike Mexico on record.

“We had the best turnaround time for claims related to Hurricane Otis,” Salgado said. While competitors struggled to process claims for months, the GMX Seguros’ Laserfiche-powered processes allowed the insurer to pay customers in less than a month. “With this efficiency, we can process more claims in less time.” This increased capacity, he added, amounts to 75% growth in claims handling.

Handling 50,000 – 60,000 claims per year and issuing more than 300 policies per day, GMX employees use Laserfiche on a daily basis to support critical service delivery. Beyond claims, the insurer has experienced 20% – 30% growth in other business areas.

GMX has also implemented Laserfiche to increase efficiency in:

The importance of the company’s standardized document management and automated processes is further magnified by audits, which are done internally as well as by regulatory entities. “We use Laserfiche to review and compile all documentation needed for audits, which used to be a very time consuming process,” Salgado said.

The paper reduction has also liberated valuable physical resources, freeing up office space and allowing for better utilization of facilities.

GMX Seguros has not only automated critical processes like claims, compliance, and policy management but has also built a resilient, highly efficient digital ecosystem. The ability to dramatically reduce claims processing times has translated directly into enhanced customer satisfaction, particularly when responding to high-volume events like natural disasters.

“We have some of the best response times in Mexico,” Salgado said. “Laserfiche is not just a document storage system for us. It’s a competitive advantage.”