Claims arriving by email and WhatsApp are read automatically, sorted by type and urgency, and routed to the right handler — so urgent cases surface immediately.
Typical results
Under 5 min
for urgent claims to reach an adjuster
100%
of claims classified automatically
24/7
intake across email and WhatsApp
Figures reflect typical results for this kind of automation.
The challenge
Claims came in through several channels and were logged by hand, which slowed first response and made it hard to spot the urgent ones.
Before and after
Intake time per claim
−40%Urgent claim to adjuster
−97%Claims logged by hand
−100%The automation
Every incoming claim is now collected automatically, an AI step classifies it by line of business and severity, and a record is created in the CRM with the right adjuster notified.
How it works
- 01
Claim arrives
A claim comes in by email or WhatsApp and is collected automatically — no manual logging.
- 02
AI triage
An AI step classifies the claim by line of business and severity.
- 03
CRM record created
A structured claim record is created in the CRM with every detail attached.
- 04
Routed to the right handler
The matching adjuster is notified immediately, based on claim type.
- 05
Urgent cases surface first
High-severity claims are flagged to the top, so they reach an adjuster within minutes instead of hours.
Starts from
Delivers
- CRM
- Adjuster alert
The impact
Intake time dropped by about 40%, and urgent claims now reach an adjuster within minutes instead of hours.
Questions about this automation
How does the AI decide how urgent a claim is?
The AI step reads the claim text and any attachments and classifies it by line of business and severity, using rules the brokerage defines, such as injury, total loss or a claim amount above a set threshold. High-severity claims go to the top of the queue and trigger an immediate adjuster alert.
Which intake channels can it collect claims from?
The flow watches the claims email inbox and the brokerage's WhatsApp number, and further channels such as a web form can be added. Each claim becomes one structured CRM record with the original message and files attached, so nothing has to be logged by hand.
What if a claim doesn't fit any category?
Claims the AI can't classify with confidence are marked for manual review instead of being routed on a guess. A claims handler picks them up from a dedicated queue and sets the category, and the record then continues through the normal routing, so unusual claims are never lost.