AI Tool for German Long-Term Care Insurance

Background: Nationwide SAP platform

My client is an IT systems provider that develops software for the German statutory health and long-term care insurance sector (Kranken- und Pflegeversicherung). Their SAP-based platform is used by more than 70,000 users to administer benefits for over 37 million people—more than half of everyone insured in Germany.

Challenge: Rising workload, fewer workers

Due to demographic change, the number of long-term care applications (Pflegeanträge) has more than doubled over the past 10 years. At the same time, there is a shortage of skilled workers and growing pressure to reduce costs in Germany’s already overstretched care system. As a result, case workers have to process more applications in less time.

Each application includes a medical assessment report from the Medical Service (Gutachten des Medizinischen Dienstes), sometimes up to 20 pages long. Carefully reading every report is simply not feasible. The situation becomes even more challenging when concerned customers call with specific questions about the contents of their assessment.

Solution: Integrated AI assistance

We built an AI-powered plugin that integrates seamlessly into the case workers’ existing software, so they don’t need to switch to yet another standalone tool. It provides features such as automatically summarizing and visualizing assessment reports, as well as extracting specific answers with references to the source document.

The solution follows the human-in-the-loop approach required by the GDPR and the AI Act: users can easily review, verify, and edit the generated results, maintaining full control at all times.

The result is a reduced workload for case workers, faster processing of applications, and better, more personalized communication between insurers and their customers.

My contributions

As part of the cross-functional delivery team, I supported the project over several months:

• Helped deepen the team’s understanding of user needs, translated insights into software requirements, and supported product management.

• Iteratively designed UI mockups and a clickable prototype based on SAP Fiori for web, making the new AI-powered features feel simple and intuitive.

• Planned, conducted, and evaluated two rounds of remote usability testing with 5–6 participants each. I even built my own tool to transcribe and analyze interviews locally, keeping all processing on my computer to preserve participants’ privacy.

• Collaborated closely with developers and thoroughly tested the frontend to ensure a high-quality implementation.

Results

After just a few months of design and development, the tool was delivered to long-term care insurance providers on time and within budget. The project also established the technical foundation for future GDPR and AI Act-compliant AI solutions across additional use cases. Feedback from the initial test users was thoroughly positive.