Pega
Decisioning and case management for enterprise service processes
ProPay integrates with Pega, a policy, risk, or CRM platform. Pega is a decisioning and case management platform used in insurance and financial services for complex, rules-driven case workflows. ProPay authorizes claims against the context it holds and writes decisions back.
Pega is a decisioning and case management platform used in insurance and financial services for complex, rules-driven case workflows. ProPay reads the context Pega already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.
What ProPay does with Pega
ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage Pega holds, case records, decisioning rules, and workflow state, before authorizing repair versus replace, or approving inside your configured thresholds.
The context that reaches Pega isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields Pega needs to authorize the claim correctly the first time.
From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to Pega alongside the confidence level it was made at.
How the Pega connection works
Pega’s API covers case data and decisioning outputs, which is where ProPay reads and writes.
Where Pega doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking Pega to change. Authorization, parts, and payment can go live against Pega independently of each other.
What stays in Pega
The custom decisioning rules and case workflow logic built inside Pega stay there.
What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in Pega and routes only the exceptions to a reviewer.
Data handling and security
The connection to Pega runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every authorization decision carries a confidence level and the inputs it drew from Pega, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.
Deploying the integration
A dedicated Forward Deployed Engineer works with your team to build and maintain the Pega connection, mapping the specific fields and authorization rules your program already runs on.
Frequently asked questions about ProPay and Pega
Does ProPay replace Pega?
No. Pega remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.
How does ProPay connect to Pega?
Pega’s API covers case data and decisioning outputs, which is where ProPay reads and writes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Are authorization decisions against Pega auditable?
Yes. Every decision carries a confidence level and the specific inputs from Pega it was based on, and is logged for review.
