When a property claim is approved, the system matches it to an available contractor by trade and region, sends the full job packet, books the first visit with the policyholder over WhatsApp, and tracks the repair against SLA to completion.
Typical results
2.5 days
To first repair visit
92%
Repairs within SLA
4.7/5
Policyholder rating
Figures reflect typical results for this kind of automation.
The challenge
After a claim was approved, the file sat in a dispatch queue while coordinators phoned contractors one by one looking for availability. Assignment took a day or more, the first repair visit happened almost a week after approval, and policyholders — already living with a leaking roof or flood damage — called daily asking when someone would show up.
Before and after
Approval to contractor assigned
−98%Days to first repair visit
−58%Repairs completed within SLA
+44%The automation
We connected the claims system to a dispatch engine that fires on approval. It matches each job to the best available contractor by trade, region, load and performance, sends the job packet — scope, photos, address, authorized amount — and messages the policyholder on WhatsApp to book the first visit from the contractor's calendar. Confirmations and reminders go to both sides, and every repair milestone is tracked against SLA with escalation before a deadline slips.
How it works
- 01
Claim approved
The approval in the claims system fires the dispatch scenario instantly — no queue, no coordinator.
- 02
Contractor matched
Trade, region, availability and past performance rules pick the best contractor for the job.
- 03
Packet sent
The contractor receives the full job packet: scope, photos, address and authorized amount.
- 04
Visit booked
The policyholder picks a visit slot over WhatsApp; both sides get confirmations and reminders.
- 05
SLA tracked
Every repair milestone is monitored to completion, with escalations before deadlines slip.
Starts from
- Approved claims
- Contractor network
Delivers
- Job packet to contractor
- WhatsApp visit booking
- Repair SLA tracking
The impact
Contractors are now assigned within 30 minutes of claim approval instead of the next day, and first repair visits happen in two and a half days instead of six. Repairs completed within SLA jumped from 64% to 92%, status calls dropped sharply, and policyholders rate the repair experience 4.7 out of 5.
Questions about this automation
How is the contractor matched to a claim?
On approval, the dispatch engine applies rules for trade, region, current load and past performance to pick the best available contractor. The contractor receives the full job packet: scope, photos, address and authorized amount. If the contractor doesn't accept within a set window, the job can move to the next match on the list.
How does the policyholder book the visit?
The policyholder gets a WhatsApp message with open slots from the contractor's calendar and picks one. Both sides then receive a confirmation and reminders before the visit, so the policyholder knows when someone is coming and the contractor arrives with the job details in hand.
How is repair progress tracked?
Each repair milestone, such as first visit, work started and job completed, is tracked against the SLA for that claim. When a milestone is at risk of slipping, the flow escalates to the claims team before the deadline passes. This is a multi-step build, usually rolled out in stages, starting with one trade or region.