
Plate 4.1. Claim files waiting to be opened: the claim notice (1) and the documents the agent extracts (3).
AI-generated image; illustrative scene, not a client site.
Challenge
The home claims team opened and classified every file by hand. In storm season the volume tripled and the time to first response to policyholders soared, with a direct cost in satisfaction and overtime.
What we did
We prioritized three claim types by volume and risk, and agreed a single metric with leadership: time to first response. We connected the claims system and the document archive, deployed an agent that opens the file, extracts the documentation and proposes a classification, and made human review mandatory above an amount threshold or on signs of fraud. Every decision is logged for internal audit.
Result
| Indicator | Before | After |
|---|---|---|
| Time to first response to the policyholder | About 2 days | Same day |
| Handling hours per simple claim | About 3 h | Around 1 h |
| Above-threshold decisions reviewed by a person | Not recorded | All, with a record |
Illustrative case. A representative composite of engagements of this kind; it does not describe a specific client. Rounded, indicative figures that cannot be extrapolated without a diagnostic.
- 1Policyholder claim
- 2Intake agent
- 3Document extraction
- 4Human review above threshold
- 5Claims system
Fig. 4.1. Deployed system, simplified.



