Case study · Insurance
73% faster resolution. $2.1M saved annually.
A major North American P&C insurer deployed an AI triage agent to automate FNOL intake, severity scoring, and document review. Adjusters now focus on decisions, not data entry.
- Industry
- Insurance / P&C
- Region
- North America
- Size
- 2,000+ employees
- Stack
- LLM APIs · OCR pipeline · n8n
- Engagement
- 10 weeks build
Results
Data-driven outcomes.
73%
Faster first-contact resolution
60%
Reduction in manual claim reviews
92%
Auto-triage accuracy
$2.1M
Annual cost savings
The challenge
Manual triage was costing millions.
- 01
FNOL intake relied on phone calls and PDF forms. Adjusters manually keyed data into the claims management system, averaging 18 minutes per new claim.
- 02
Triage was inconsistent. Similar claims were routed to different severity queues depending on which adjuster handled them, leading to SLA misses on high-priority cases.
- 03
Document review (police reports, medical records, repair estimates) was a bottleneck. Adjusters spent 40% of their day reading attachments instead of making decisions.
- 04
Fraud detection was reactive. Suspicious patterns were caught only during downstream audits, weeks after initial payout.
The solution
Four layers of claims intelligence.
01
AI-powered FNOL intake
An LLM agent collects loss details via chat or phone transcript, extracts structured fields (date, location, parties, damage type), and creates the claim record in seconds.
02
Intelligent severity triage
The agent scores each claim on complexity, liability signals, and estimated reserve. Simple claims auto-route to fast-track; complex ones go to senior adjusters with a pre-built summary.
03
Document understanding pipeline
OCR + LLM extraction reads police reports, invoices, and medical records. Key facts are highlighted and mapped to claim fields so adjusters review a structured summary, not raw PDFs.
04
Real-time fraud signals
Pattern matching runs at intake: duplicate claimants, inconsistent narratives, and known fraud indicators are flagged before any payout is authorized.
"We went from 18-minute intake calls to sub-60-second AI-processed claims. Our adjusters finally have time to investigate instead of type."
VP of Claims Operations
A Leading North American P&C Insurer
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