Centre for Orthopaedics · Healthcare · Published November 2025
Prepare insurance claims in Word and Outlook.
Manual insurance claims took clinical staff away from patient care.
Reported result
About 25 minutes to under 5, per claim.
Before
Nurses and administrative staff at the Centre for Orthopaedics processed insurance claims manually, without dedicated insurance expertise.
Claims took time to prepare and were frequently rejected by insurers. The paperwork drew clinical staff away from patient care.
What was set up
We set up an AI assistant inside the clinic’s Word and Outlook to prepare insurance claims.
- In Outlook, Lexie summarised incoming referral emails and medical records for insurance claims.
- In Word, it prepared medical reports using MOH and ICD-10 procedural codes and insurer-specific templates.
- Staff worked within their existing Microsoft Office suite to prepare and check claim documentation.
Reported results
| Metric (2024) | Before Lexie | After Lexie |
|---|---|---|
| Time per insurance claim | ~25 min | < 5 min |
| Claim rejection rate | ~8% | < 2% |
| Weekly admin hours per staff | ~10 hrs | 4 hrs |
| Audit compliance discrepancies | ~3 per quarter | 0 |
Metrics based on internal CFO data for insurance claims Jan-Dec 2024.
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