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Transforming Claims Cycle Time Through AI-Driven Routing
Transforming Cycle Time, Capacity, and Customer Experience Through AI-Driven Routing
Business Context
42 days
average claims cycle time
96%
of claim time spent waiting, not working
18,000
claims processed annually
Claims delays were hurting customer satisfaction, tying up reserves, and overloading adjusters.
Despite only 4–6 hours of actual work, claims took 42+ days due to repeated handoffs, manual routing, vendor delays, and long queues between steps.
The result: rising LAE, unnecessary reopen rates, adjuster burnout, and millions in operational drag.
Our Solution
A fully automated workflow engine that eliminates manual handoffs, routes claims intelligently, and ensures claims close right the first time.
AI-Powered Triage at FNOL
AI scores claim complexity the moment FNOL is submitted and automatically routes each claim to the right adjuster based on severity, expertise, and real-time workload—eliminating round-robin misassignments and reducing queue time dramatically.
Automated Vendor Assignment & Coordination
The system triggers appraisers, repair shops, and service vendors instantly using predefined rules and AI signals, removing multi-day delays and ensuring claims progress as soon as the next step is ready—without waiting for adjuster intervention.
Straight-Through Payment Workflows
Once approvals are met, payment processing executes automatically with no manual handoffs, clearing a major bottleneck and accelerating the path from estimate → settlement → closure.
Pre-Closure Validation to Prevent Reopens
Intelligent validation checks confirm documentation, repairs, invoices, and claimant satisfaction before a claim closes, reducing reopen rates and ensuring every claim is resolved correctly the first time.
Process Transformation
Before: Traditional Process
42-day average cycle time
8–12 manual handoffs per claim
Round-robin routing
Vendor assignment delays
After: Digital Solution
27-day cycle time (–35%)
End-to-end automated workflow
AI triage based on complexity & workload
Instant vendor assignment
Business Impact
Measurable results that transformed claims operations.
35%
Reduction in cycle time (42 days → 27 days)
18%
LAE improvement (14.2% → 11.6%)
22%
Increase in customer satisfaction (68 → 83 CSAT)
42%
Reduction in reopen rate (12% → 7%)
Key Success Metric
“The 35% cycle time reduction gave us the equivalent of five additional adjusters — without hiring anyone.”
A complete transformation of speed, efficiency, and claims quality.
