A Global Claims Management Firm Transforms from Zero Contract Data to Executive Dashboards with Leah

A global claims management firm, a global insurance claims and risk management services firm, operated completely blind when it came to contract management. With no centralized system, the legal team had zero historical data on cycle times, approvals, or contract performance. Business stakeholders viewed legal as a 'black hole' where contracts disappeared without transparency. When a contract took 75 days to complete, nobody could explain why—was legal slow, were business approvers delaying, were counterparties unresponsive, or were signatures languishing in DocuSign?

The operational challenges extended across the organization. Different attorneys negotiated varying terms for similar services across global offices, creating compliance risks with inconsistent indemnification language throughout the contract portfolio. For Latin American contracts, the process proved absurdly inefficient: Spanish documents traveled to Atlanta for English translation, then to the contracts team for review, then back to Atlanta for Spanish translation with all tracked changes—repeating this entire cycle through multiple negotiation rounds. Generic translation tools like Google Translate weren't viable, as single word mistranslations could alter entire contractual meanings.

The contract manager's screen displayed 173 items in her queue, but distinguishing which contracts actually needed attention versus which awaited counterparties proved impossible. The team resorted to manual tagging workarounds just to track basic status. Meanwhile, business stakeholders failed to follow up on client signatures after contracts were negotiated, leading to unsigned agreements sitting for months and delayed revenue recognition in their emergency services business where speed-to-contract directly impacts service delivery during hurricanes and disasters.

A global claims management firm selected Leah specifically for its AI-first architecture, committing to the platform in 2022-2023 when many enterprises were still hesitant about generative AI capabilities. This early adoption positioned them as thought leaders, selecting technology built around AI capabilities rather than vendors offering bolt-on features.

The platform provides comprehensive contract lifecycle management with an enterprise repository featuring advanced search and version control, workflow automation with approval routing across multiple stakeholders, and AI-powered key legal obligation extraction that automatically flags critical clauses like limitation of liability and governing law. The system includes DeepSights business intelligence tooling for advanced analytics, integration capabilities connecting to Salesforce CRM and other enterprise systems, and DocuSign integration for signature workflows.

Critical capabilities include the Leah Agentic AI Platform with conversational redline functionality, automated first-pass contract reviews through AI rules, and dynamic contract data extraction. The platform's legal-specific translation services for Spanish and Portuguese learn terminology and context rather than providing generic translation—when the system initially used inappropriate translations, it learned correct legal terminology through training. The Word Online integration enables collaboration with document locking and version control, while NDA self-service workflows with template generation empower business users.

The system's ability to separate negotiation statuses into distinct categories—internal negotiation, counterparty negotiation, submitted for internal review, and ready for signature—addressed the queue management pain points that had created significant cognitive load and forced manual workarounds.

A global claims management firm approached deployment with a sophisticated phased strategy designed to drive adoption without overwhelming users. Phase 1 launched in Fall 2024, focusing on core CLM functionality with the contract repository, workflow automation, and approval routing. The team established systematic processes for migrating their legacy contract repository from SpringCM in July 2024 through bulk upload capabilities.

Phase 1A completed the NDA self-service functionality as the first automated use case, following a crawl-walk-run strategy that prioritized early wins to validate the approach. The implementation team provided hands-on configuration support, working closely with the contracts team on workflow design, approval chain setup, and integration with Salesforce CRM for bi-directional data synchronization.

The customer success team maintained weekly touchpoints throughout deployment, delivering training programs focused on data quality standards and contract intake processes. When the contract management team identified queue management as a critical pain point, Leah’s team delivered workflow customizations that separated contracts requiring immediate attention from those awaiting external responses.

Phase 2 launched mid-2025, targeting November production release for advanced capabilities. This phase adds MSA templates, Leah features including One Drop, Red Line, and Extract capabilities, and Spanish/Portuguese translation with UI localization. The phased approach reflected the firm's sophisticated change management philosophy that users can only absorb so much information, and deploying everything simultaneously guarantees confusion and frustrated users.

The implementation expanded beyond core legal to privacy and third-party risk management teams routing vendor contracts through the system. By processing 206-273 contracts monthly through systematic workflows and building expertise across the organization, the firm established the platform as core operational infrastructure.