How Groupama turned document collection into case intelligence

Legal protection starts with evidence

When someone asks their insurer for legal assistance, the dispute is rarely new. They may already have exchanged messages with an employer, challenged a purchase, received a formal notice, or been given a hearing date. Before a legal expert can assess the situation, Groupama needs to understand what happened and assemble the evidence behind it.

Opening a case therefore required a detailed conversation followed by a long email listing the documents the customer needed to return. Some files were not immediately available or were too large to send as attachments. Customers did not always understand exactly what Groupama expected. Case managers could miss an important piece of evidence, and legal experts often had to contact the customer again after handover.

A single case could generate more than ten emails before the expert had what they needed.

The case had been opened, but it was not ready to move.

Groupama introduced document checklists for case managers, but a checklist could not run the process. Customers still sent files over multiple emails, and the outcome depended on every case manager applying the right instructions. Groupama needed a guided journey that could adapt its questions and evidence requirements to each legal situation.

Turning 200 scenarios into 35 adaptive journeys

The scope covered more than 200 scenarios, from employment disputes to contested online purchases. The spreadsheet describing them ran to 26 printed pages.

Groupama wanted its legal-protection team to remain in control. The people who understood the cases needed to build and improve the journeys themselves, without turning every change into an IT project. The solution also had to support detailed business logic as each case evolved.

Using Penbox, the team found the common logic across its 200 scenarios and consolidated them into 35 adaptive journeys.

Groupama's legal experts built those journeys themselves. They started with two, shared them with the wider team, and continued at a pace of one or two per week. Within three months, all 35 were ready. The business team had translated its own legal knowledge into working customer journeys without waiting for a long development cycle.

Proving the journey before integrating it

Groupama began with two case managers using the Penbox application and Outlook extension. This allowed the team to test the journeys before investing in a core-system integration.

The first journeys achieved a completion rate above 63%, even when they contained more than 30 questions and document requests. Every case also arrived in a consistent structure. Across the first 300 cases, experts processed simple cases twice as fast.

The legal team then reviewed what customers had submitted, removed unnecessary requests, and adjusted the logic. Within weeks, it had revised every journey autonomously.

“With Penbox, we’ve literally halved the processing time of our cases.”

Anaïs Dumas, Head of Operational Performance and Innovations at Groupama

From collecting files to understanding them

The initial rollout replaced a long email chain with one guided journey. But receiving a file is not the same as making it useful.

Today, Penbox Intelligence checks legal documents while the customer is submitting them. If someone uploads a receipt when Groupama needs the actual supporting document, the issue can be identified before the file reaches an expert. The customer receives immediate guidance, and the expert starts with evidence they can use.

Once the right document arrives, Penbox turns it into structured case context. It extracts information such as hearing dates and other details Groupama uses to manage and prioritize the case. Long documents are summarized using Groupama's own rules, with different instructions for each document category.

Experts spend less time opening files, searching for critical details, and reconstructing the case. The information that changes priority or determines the next step becomes visible sooner.

When the case needs more evidence

Legal cases rarely follow a perfect path. New information may require another contract, letter, statement, or supporting document. Without a structured process, that is where the email chain starts again.

With Ask with form, the expert selects the documents needed at that stage. Penbox creates the request, guides the customer through what to provide, and brings the documents back into the case. The expert does not have to compose another long email or rebuild the journey by hand.

Rolling out through the system people already used

Once the pilot had proven the process, Groupama integrated Penbox into Solfège, its case-management system. Two buttons allowed case managers to choose the right journey and generate the customer's unique link. Groupama's IT team completed the integration in a single release.

Six months after the first journey was created, all 30 front-office case managers could use Penbox from the system where they already worked.

During the following three months, Groupama handled more than 4,000 cases and collected over 26,000 files through Penbox. Those files no longer crowded inboxes or had to be converted manually into PDFs. For simple legal-protection cases, handling time fell by up to 50%.

Document collection, once identified as the leading source of customer frustration, stopped appearing in customer feedback.

A better-prepared case moves faster

Groupama began with a customer-experience problem: too many emails, unclear requests, missing evidence, and repeated follow-up. The first answer was a guided digital journey. Groupama then went further. Documents are now checked before they reach an expert, transformed into structured information, and summarized according to the way Groupama works.

The core system still holds the case. Penbox runs the operational work around it, helping Groupama turn every customer contribution into context the legal team can use.

That is what keeps the case moving.