A specialty insurance carrier brought us in to replace paper claim files, three field apps, and a half-dozen spreadsheets. Intake, adjuster dispatch, field investigation, and settlement on one connected platform, with every claim moving through the same lane.
The adjusters were great. Policyholders rated their experience high. But the office ran on a whiteboard, a shared spreadsheet, and three different mobile apps that didn't talk. Site visits slipped through the cracks. Settlements went out a week after they should have. The claims supervisor was running the whole operation by memory.
They came to us to get the work off paper and the supervisor off the hook, so the team could spend their time on the harder cases instead of the calendar.
We spent a week with adjusters in the field and a week in the office with the claims supervisor. Watched FNOL intake, the morning routing huddle, and the end-of-day catch-up.
Then we built the layer that took every step the team was already doing and made it work without someone having to remember to do it.
The supervisor sets the rules. The system routes. The adjuster works. The settlement goes out before they leave the site.
FNOL comes in from the call center, web form, and broker channel. The system routes each claim to the right adjuster based on certification, geography, and current load. The supervisor confirms exceptions, the adjuster heads out, the policyholder gets a text.
Adjusters see their day, swipe through each site, capture photos, note follow-ups, and mark the visit complete. No back-office radio. No "what was the policy number again." The data the supervisor needs lands on its own.
When an adjuster marks a claim closed, the system drafts the settlement based on the scope, photos, and rules. The supervisor reviews exceptions only. The policyholder gets the decision and a payment confirmation. The days-to-pay gauge keeps tightening.
Claims move through the system, not through someone's head. Adjusters spend their day on the harder cases, not on the calendar. Policyholders get paid sooner. The team scales with volume without scaling the back office.
In avoided hiring costs as claim volume grew.
Same team carrying meaningfully more work.
From close to claimant payment.
Median, across all claim types.
Adjuster time freed up for harder cases.
Per adjuster, post-rollout average.
Replaced by one connected platform.
Intake, routing, field, settlement, payments.