From Process Insight to AI: How Suva Improved Efficiencies by 30% with Process Mining

Meet our customer

Suva is Switzerland’s largest accident insurer and an important part of the country’s social-security system. It insures more than 140,000 companies and over 2.2 million workers, providing services spanning prevention, insurance and rehabilitation. Suva

Suva and ARIS have worked together since 2005, with ARIS supporting process management, enterprise architecture and other aspects of the organization’s digital transformation. In 2026, Suva moved to ARIS Cloud, reducing the internal technical effort associated with maintaining and updating its ARIS environment.  

More recently, ARIS Process Mining has given Suva another capability: understanding exactly how its processes execute in reality. And with approximately half a million accident and occupational-disease cases reported annually, even relatively small process improvements have the potential to create significant value.

Turning a hunch into hard evidence

One claims-management challenge illustrates the opportunity. A claim at Suva is broken down into individual tasks, which can be triggered by events, deadlines or data and assigned automatically to specialized teams. Employees can subsequently forward tasks when they have been allocated incorrectly.

Suva suspected that this initial automatic allocation wasn’t always optimal and so, rather than relying on anecdotal evidence, the team used data already available within ARIS Process Mining to find out. The analysis uncovered a significant opportunity: 13.8% of tasks were initially being assigned to the wrong team – and it took an average of 10.4 days for a task to reach the right team.

Small changes. Significant value

Armed with objective process intelligence, Suva was able to make targeted changes rather than launch a major transformation program.

The results were significant as incorrect allocations fell from 13.8% to 9.8% – a relative reduction of approximately 29%. More importantly, average time for a task to reach the correct team fell from 10.4 days to 6.3 days. That’s a reduction of 4.1 days – or nearly 40%.

And Suva achieved return on its Process Mining investment within just three months. Those results helped Suva win the 2026 ARIS Impact Award for Value, recognizing its ability to translate process intelligence into measurable business impact.

Understanding how work really happens

The value of ARIS Process Mining extends beyond one claims workflow. Suva operates across multiple locations, and as André Kunz, Senior Process Architect, explains, teams don’t always execute the same process in exactly the same way: “We have different places where we work, and each works a little differently. ARIS Process Mining enables us to understand how they work, how often things happen, and how we can optimize the organization.”

Process mining provides visibility into those variations: who performs particular activities, how frequently they occur and where work is being executed differently. Suva can then determine whether those differences are justified or whether work could be organized more effectively.  

That same approach is being applied to questions such as which tasks really contribute to a desired outcome, where activities can be avoided, and which infrequently performed tasks might be better centralized. The result is a shift from assuming how work happens to knowing how it happens.

Creating the foundation for enterprise AI

For Suva, this process visibility is now becoming something else: a foundation for enterprise AI. As a public-law institution operating in a highly regulated environment, Suva cannot simply introduce agents wherever automation appears possible. They need to operate within clearly understood requirements and controls.

ARIS Process Mining provides a continuously updated evidence base that can help identify and prioritize where AI can add value. Suva’s vision is for AI to use this information to continually improve activities such as task allocation, while process foundations provide the specifications and allocation rules needed to control how AI operates.

As Kunz explains, the opportunity is ultimately to allow AI to handle more routine work so employees can concentrate on the activities where their expertise creates the greatest value.  

From process optimization to intelligent execution

For Suva, the journey with ARIS has already produced measurable results: fewer incorrectly routed tasks, days removed from process execution and an ROI measured in months rather than years.

The next opportunity is to put that process foundation to work as the context for Enterprise AI – helping Suva determine where AI should act, how it should act and where human expertise should remain in control.