The first stage of a claim is gathering and organizing information. Delays here lengthen every later step and frustrate customers at a stressful moment.
Where AI helps
- Capture the incident details conversationally and fill the claim record.
- Identify missing documents and request them.
- Summarize the file for the adjuster, citing the source of each fact.
- Route by complexity and flag items needing specialist review.
Where it must not decide
Coverage decisions and settlement amounts stay with qualified staff and the insurer's rules. Fairness and explainability obligations apply, so keep records of what information each decision relied on.
Track time to first contact and time to decision, and sample cases to verify the summaries match the source documents.