Task Mining in Insurance: What You Need to Know for 2025

Task mining is the process of watching and analyzing how people do their work to find ways to make tasks easier or faster.

In insurance, task mining helps companies understand what agents and staff do every day. It looks at the actual steps they take to handle claims, enter data, or talk with customers. By capturing these details, task mining shows where delays or mistakes happen, which helps improve overall work.

This is useful because insurance involves many small activities repeated across cases, and making each step smoother adds up.

Here are some ways task mining fits into insurance workflows:

• Tracking how long it takes to process a claim

• Identifying repeated manual tasks that could be automated

• Spotting communication gaps between teams

• Improving accuracy in data entry and policy management

Digging deeper, task mining uses computer software to record user actions on different systems. It collects detailed information like clicks, typing patterns, and screen flows without interrupting the agent's work. This data is then analyzed using algorithms to pinpoint inefficiencies and bottlenecks.

For example, if it finds that insurance agents spend too much time switching between applications, the system can flag this for automation.

Strada complements task mining by acting on these insights. Its AI phone agents and automated workflows can take over slow or repetitive steps instantly (such as sending follow-ups, updating systems, or logging post-call data), the moment task mining identifies them.

By connecting task mining with Strada’s automation, insurers can move from simply finding inefficiencies to fixing them automatically, improving speed, accuracy, and overall team productivity.

Benefits of task mining include:

1. Reducing repetitive work

2. Increasing processing speed and accuracy

3. Helping teams focus on complex customer needs

4. Supporting compliance by standardizing steps

In short, task mining is a practical tool for insurance companies to understand how work gets done and unlock ways to do it better, often with AI tools like Strada making improvements happen automatically.