How EML Streamlined Claims Processing with a Unified Mobile App

EML rebuilt their claims experience on a single Flutter codebase — cutting processing time, lifting capacity, and giving leadership real-time visibility into every active claim. Here's how.

Learn How We Built the EML App

How EML Streamlined Claims Processing with a Unified Mobile App

Meet EML

EML operates in a space where timing matters. They manage workplace health and safety claims, where delays don’t just affect operations — they affect people waiting for support.

As claim volumes increased, the pressure shifted from handling cases to managing the system itself. What once worked at smaller scale began to strain under thousands of active claims moving through the pipeline.

The system didn’t break all at once. It slowed down in pieces.

Customer dissatisfaction grew as processing times lagged. Internally, teams spent more time reacting to delays than preventing them. The system wasn’t just inefficient — it was unpredictable under pressure.

Fragmented Customer Journeys

Customers moved between disconnected interfaces depending on where they were in the claims process. Each step felt like a reset, with no continuity across the journey.

Split Codebases Creating Risk

The frontend and backend operated on separate systems. Data had to move between them, increasing latency and creating exposure during every transaction.

No Real-Time Claim Visibility

Teams couldn’t track individual claims end-to-end. Bottlenecks were discovered only after delays had already impacted downstream processing.

Scaling Pressure from Claim Volume

The system struggled to support thousands of active claims simultaneously. As volume increased, performance degraded rather than stabilised.

In a world where customer service is a key differentiator, we were falling behind customer expectations of processing time of critical workers compensation claims.

The operation wasn't broken — it was outgrowing itself. EML was heading toward a choice between slowing down or turning away business.

They almost didn't go ahead

Three concerns nearly stopped the project:

Data security and the protection of sensitive customer information
100% compliance at every stage of the claims process
Whether the system could hold under rising claim volumes

The challenge wasn't whether to change — it was whether change could happen without compromising compliance, uptime, or trust.

The first step wasn’t redesigning screens. It was understanding how data moved.

Before a single screen was designed, the EB Pearls team sat with EML's claims handlers and operations leads. Watching how a claim actually moved through the business. Where information changed hands. Where the delays were creeping in.

Everyone had assumed the problem was the interface — that EML needed a better dashboard, something to show where each claim sat in real time. What the team found was something different.

Architecture is the story, not the screens

Built to Last™ means the system holds its shape under real-world scale — not just on day one, but on day 1,000.

The issue wasn’t the interface. It was the separation between systems managing the same process.

Two codebases meant duplicated logic, delayed data transfer, and increased risk at every handoff.

Access to the client’s environment required strict controls.

EB Pearls implemented IP whitelisting so only approved devices within a private network could access the system. Every interaction with the codebase was monitored and restricted, creating a secure bridge between teams.

That moment shifted the engagement. Security wasn’t a concern to manage later — it was embedded into how the work happened.

What the build entailed

The solution focused on unifying the system at its core, not layering fixes on top.

Unified Flutter Codebase

A single codebase powering both mobile and web applications.

Cross-Platform Application

OS-agnostic deployment for consistent user experience.

Claims Management Engine

Designed to handle thousands of concurrent claims.

Real-Time Analytics Dashboard

Visibility into claim status, timelines, and bottlenecks.

Document Upload System

Secure submission and verification of claim-related files.

Regulation-Aligned Database Design

Structured to meet compliance and data handling requirements.

The difference wasn’t just technical. It showed up in how the teams worked together.

01 Studied real user workflows Security wasn’t treated as a checklist. IP whitelisting and controlled access were implemented before development progressed.

02 Scalability was central to architectural decisions. The system tied directly to claim volume requirements, with the system designed to handle thousands of active cases simultaneously.

03 03. Unified claim records Every claim — across intake, assessment, treatment, and return-to-work — visible in one system, so information already captured could finally be found and used.

04 Built for real workloads Designed for thousands of concurrent claims, strict compliance requirements, and the kind of sensitive data that cannot tolerate a bad day.

Why EML chose EB Pearls

EML had looked at other options. What set EB Pearls apart was the quality of engagement from the very first conversation.

Security was our biggest issue - EB Pearls kept it forefront of every meeting

Security wasn’t treated as a checklist. IP whitelisting and controlled access were implemented before development progressed.

Scalability underpinned every decision

Architecture decisions were tied directly to claim volume requirements, with the system designed to handle thousands of active cases simultaneously.

We were given access to data we didn't know existed

Analytics were built into the platform from the start, giving leadership access to claim status and processing timelines without manual reporting.

The before and after, in numbers

Once the app went live, EML stopped firefighting and started scaling. The results came quickly — and kept compounding as volumes grew.

Metric	Before	After · EB Pearls
Claim Processing Time	Baseline	27% fasterQuicker resolution, better customer experience
Claims Processes	Baseline	12% higher volumeMore operational capacity without adding headcount
Client Engagement	Baseline	14% upliftStronger CSAT scores across the claims lifecycle

5.0

We were not starting from scratch. We had an existing product, internal stakeholders, and a lot of complexity to work around. EB Pearls helped us improve what was already there without disrupting the business, they even came in to view our processes in person so they could understand our operations on a granular level. The process felt structured from day one.

Matthew Baker, —Digital Transformation Lead, EML

Fragmented claim processing stopped being unpredictable. It became measurable and controlled.

Before

"I dreaded Monday mornings."

After

"Now I start the day checking the dashboard."

Before the rebuild, teams reacted to problems after they surfaced. Claims moved through disconnected systems, and visibility came too late to prevent delays.

After the shift, claims could be tracked in real time. Teams no longer relied on manual checks or delayed reports. Leadership had immediate access to performance data, including claim status and processing timelines.

The platform now supports growing claim volumes without introducing new bottlenecks. With a unified codebase and structured data flow, new features and regulatory updates can be introduced without reworking the system.

Your systems shouldn't cap your growth.

If your operations are outgrowing the software underneath them, the fix usually isn't more features — it's better architecture. That's what we do.

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