EML Group (EML) is advancing our technology capability with a clear goal: reduce administrative effort in personal injury case management and improve outcomes for claimants, clients, and our employees. With over three decades of developing our own claims management systems, EML is now accelerating the roadmap to significantly reduce the volume of low value tasks associated with managing claims.
For more than 30 years, EML’s team of now over 100 technologists designs and builds the technology that supports our case managers. This approach ensures systems are directly aligned with legislative requirements, operational processes, and the needs of injured workers.
Our platforms currently support 11 schemes across nine jurisdictions, with built-in workflows and controls specific to each scheme. With our modern architecture, functionality can be deployed quickly in response to emerging operational requirements or changes in legislation, so we are not dependent of vendor roadmaps.
EML Group Chief Information Officer Shane Devlin says the ability to design and evolve systems inhouse has become a major operational advantage.
We develop our own applications to tailor technology to real claims processes. This reduces the administrative burden and allows case managers to focus on supporting people during recovery. At EML we have set a bold goal: to deliver case management, not case admin – Shane Devlin CIO
Tackling an industry-wide issue
An estimated 70% of case management time within the personal injury industry is spent on administrative tasks. EML’s technology program is focused on reducing that load. In NSW, platforms configured by EML have already enabled earlier decision making and more proactive case management, improving average return-to-work outcomes by 9 days, a 17% improvement (1), compared with externally mandated platforms.
EML’s current suite of applications has delivered clear efficiency gains for our employees, customers, and the sustainability of the scheme itself. These include:
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75% reduction in time to calculate weekly earnings benefits (2)
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$9.7 million in prevented medical leakage as of FY25 for surgical billing (3)
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80% faster review time for medical documents (4)
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1 min turnaround to produce call file notes
Many of these improvements are supported by targeted AI capabilities built for personal injury claims processes. Rather than adopting generic AI tools, we tune our models on specific datasets relevant to the tasks case managers perform, improving accuracy and consistency.
Security at the core of our development
Security and data handling remain core requirements. All data storage by EML applications stays within Australian infrastructure, ensuring compliance with strict regulatory and audit obligations. By developing our own platforms, EML maintains full control over data storage and system governance.
Combining mature foundations with the latest advancements
Recent announcements across the industry highlight growing interest in AI and digital platforms for claims management. While these developments are positive for the sector, EML’s advantage is the maturity of our own technology.
Our core platform, ClaimsCore, delivers automation, workflow governance, and jurisdiction-specific controls. Newer solutions, such as GuideCore, are in pilot and already demonstrating substantial time savings in delivering insights on claim barriers and suggesting actions by applying AI to structured and unstructured data.
Having our technology team in-house means we can rapidly adopt and implement tools that make a measurable difference. Every improvement in system efficiency helps case managers support people more effectively - Said Shane
We will continue investing in purpose–built technology to reduce administrative overhead, strengthen decision making, and deliver better outcomes to help people get their lives back.
