All Case Studies
38h
P&C Insurance · Southeast USA · 280 Staff · ~$180M Premiums

Adjusters Are the Most
Expensive Document
Handlers in the Building.

9.2 days
Avg cycle time
benchmark: 4–5 days
→
38 hours
After — first quarter
straightforward claims
Four-stage pipeline — every step reduced
FNOL Triage
1–2 days
→ 20 min
Doc Processing
Days (manual)
→ On arrival
Coverage Review
25–40 min
→ 5–8 min
Supervisor Review
~45 min
→ ~12 min
9.2d → 38h
Cycle time — FNOL to settlement
<20 min
FNOL to adjuster assignment — was 1–2 days
35% → 5%
Adjuster time on documents — reclaimed for judgment
71 claims/adj
Claims per adjuster per month — was 42 (+69%)
31% → 14%
Adjuster turnover — adjusters doing adjusting work
Industry
P&C Insurance
Lines
HO · Commercial · Auto
Volume
14,000 claims/yr
Platform
Guidewire
Premiums
~$180M annually
Engagement
8 weeks
The Problem

9.2 Days. Benchmark Was 4–5.
Regulators Flagging. Adjusters Leaving.

Where the 9.2 days went — per claim every stage was a human bottleneck
FNOL
1–2 days
→ <20 min −1.8 days
Docs
2–3 days
→ Auto on arrival −2.5 days
Coverage
~3 days
→ Same-day −2.5 days
Settle
1–2 days
→ 12-min review −1.4 days
Total
38 hours total
from 9.2 biz days −7 days saved
"
My adjusters are the most expensive document handlers in the building. I need them evaluating claims, not filing paperwork.
— VP of Claims · Regional P&C Carrier · Southeast USA
📋
FNOL Was a Manual Relay Race
1–2 days before adjuster touched the file
📂
35% of Every Adjuster's Day — Documents
~35% of adjuster day on document handling
📖
60-Page Policies Read From Page 1
25–40 min/claim · same search repeated 14K times/yr
🚪
31% Turnover — The Real Cost
31% annual turnover · 6 months to ramp each replacement
9.2 days
Avg cycle time vs 4–5 day benchmark
35%
Adjuster time on documents
31%
Annual adjuster turnover
2 states
Regulatory timeliness flags
System Architecture

Separate the 80% From the 20%.
Automate Logistics. Preserve Judgment.

⚡   FNOL Triage — 1–2 Days → Under 20 Minutes
📝
Structured Extraction
Policyholder, policy #, date of loss, damage type — from phone, web, or email
no manual entry
✅
Coverage Check
Policy active, premium current, peril covered, deductible identified — instant
Guidewire integration
📊
Complexity Scoring
Loss type + value + policy + prior claims + litigation → route to right adjuster
5-factor model
🎯
Pre-Built Briefing
Adjuster sees structured briefing — not raw intake notes. Context from minute one
not raw notes
Claim created · coverage verified · scored · assigned with full context <20 minutes
↓   documents processed automatically as they arrive
📂   Document Processing — Any Format, Processed on Arrival
35% → ~5% adjuster time
📸 damage photos
📄 contractor estimate
📧 fax PDF
🧾 repair receipt
→
Classify
type · source
→
Extract
items · amounts
→
Attach + Index
linked in Guidewire
→
Estimate: labor + materials
Medical: ICD codes
Police: parties + fault
Photos: damage + severity
⚠   Gap detection: Missing documents flagged + automated request sent before adjuster reviews
📖   Coverage Accelerator — 60 Pages → 2–3 Page Summary
25–40 min → 5–8 min
Before — read from page 1
40–200 pages
Full policy — HO base + endorsements + riders
📑 All coverage sections in full 📑 All exclusions top to bottom 📑 Endorsements on base policy 📑 Manual deductible search
→
After — read what applies
2–3 pages
Relevant sections extracted for this loss type
✓ Applicable coverage section only ✓ Deductible + limits called out ✓ Relevant exclusions highlighted ✓ Modifying endorsements flagged
✅   Supervisor Review Package
~45 min → ~12 min
📋Claim summary with key facts✓ Complete
📖Coverage determination + policy references✓ Cited
💰Payment calculation with line-item breakdown✓ Calculated
📂Document completeness confirmation✓ Verified
🚩Anomaly flags — auto-detected inconsistencies✓ Scanned
~45 min re-reading file → ~12 min reviewing package × 14,000 claims/yr = ~7,700 supervisor hours freed/yr
The Proof — What Users See

Context Built. Documents Indexed.
Judgment Work Starts Immediately.

⚡ FNOL Briefing — Hayward Homeowners Claim

Score: 32 · Standard
🏠
Wind damage to roof — HO-3 · Coverage A
Loss type · Policy form
📅
Oct 12, 2024 · Reported Oct 13
Date of loss · FNOL date
✅
Policy active · Premium current · Wind covered
Coverage verification
💰
$2,500 deductible · $485K dwelling limit
Deductible · Limit
📊
Complexity: 32/100 — standard track
5-factor complexity score
🚩
Prior claim same address Sep 2023 — flagged
Anomaly detection

📖 Coverage Summary — Wind Damage, HO-3

60 pages → 2 pages
ElementFindingReference
CoverageCoverage A — Dwelling · Wind peril coveredSection I-A, p.12
EndorsementHO-311 modifies wind deductibleEndorsement p.47
Deductible$2,500 (wind-specific per HO-311)Endorsement p.47
Exclusion checkNo applicable exclusions for wind damageSection I Excl., p.22
⚠ Boundary flagLoss near Coverage A / B boundary — verify structureFlagged for adjuster

📂 Document Status — Hayward Claim

5 of 6 docs processed
📸6 damage photos — roof shingles, interior water stainclassified
📄Contractor estimate — ABC Roofing — $19,400extracted
🧾Emergency tarp receipt — $340 · Home Depot · Oct 14extracted
⚠Supplemental estimate — not yet receivedgap flagged
Gap auto-action: Automated request sent for second contractor estimate. Adjuster notified — no manual follow-up needed.

✅ Supervisor Review — Hayward HO Claim

Decision package ready
📋Claim summary — key facts, parties, date, loss type✓ Complete
📖Coverage determination — Coverage A, Endorsement HO-311✓ Cited
💰Payment: $19,740 ($19,400 + $340 less $2,500 ded.)✓ Calculated
📂Documents: 6 photos, estimate, receipt — 2nd estimate pending⚠ Gap noted
🚩Prior claim same location Sep 2023 — verified prior repair✓ Cleared
Supervisor reviews structured package — not re-reading from scratch ~12 min
What the system does not do

No coverage decisions. No payment authorizations. No claim denials. Every coverage determination is made by a licensed adjuster. Every payment is authorized by a supervisor. The AI handles 80% — information logistics. The 20% requiring professional judgment stays with humans.

Business Impact — First Quarter

9.2 Days to 38 Hours. NPS +12 to +41.
Turnover Halved.

38h
Cycle time — down from 9.2 days
vs 4–5 day benchmark
71
Claims per adjuster per month
was 42 · +69% throughput
14%
Adjuster turnover
was 31% · early signal
Claims Cycle Time
Before
9.2 biz days
Benchmark
4–5 days
After
38 hours
Adjuster Time on Docs
Before
~35% of day
After
~5% of day
Claims NPS Score
Before
NPS +12
After (3 mo.)
NPS +41
Methods & Integrations
FNOL Triage Engine Multi-Format Doc Pipeline Coverage Accelerator Gap Detection Complexity Scoring Supervisor Review Package Guidewire Integration Policy Document RAG Endorsement / Rider Parsing Phone Transcript Extraction Contractor Estimate Parsing Medical Bill ICD Extraction
Metric
Before
After (Q1)
Avg cycle time
9.2 business days
38 hours
FNOL to assignment
1–2 days
<20 minutes
Doc handling (adj.)
~35% of day
~5% of day
Policy review/claim
25–40 min
5–8 min
Supervisor review
~45 min
~12 min
Claims/adj./month
42
71 (+69%)
Claims NPS
+12
+41 (3 mo.)
Adjuster turnover
31% annually
14% (early)
Why This Worked

Claims processing is 80% information logistics and 20% expert judgment. The old process forced humans to do both. We automated the logistics — adjusters now spend their time on the judgment work they were hired for. Turnover dropped because the job became the job again.