The challenge
Claim notices arrive by email with heterogeneous attachments: incident reports, ID documents, medical records, invoices, photos. Every email had to be read, each attachment classified one by one, the policy checked and the claim filed by hand.
The result: intake and triage took 2 to 3 days, only about 40% of claim files were complete at first filing, and the rest kicked off a chain of emails chasing missing documents — while the insured waited.
The solution
We are running a pilot with a Colombian insurer. The solution:
- Reads the claims inbox (Outlook/IMAP) and classifies each email and every attachment.
- Extracts the key data: policy number, policyholder, date of loss, coverages.
- Validates file completeness according to the type of claim.
- Checks policy validity and coverage against the policy itself.
- Files each claim with severity-based priority and automatically requests missing documents.
The analyst receives a claim that is classified, validated and prioritized — not an email with seven attachments to decipher.
The results
This case is an ongoing pilot: the figures are preliminary and still need to be confirmed in production.
- Intake and triage: from 2–3 days to under 30 minutes.
- Complete files at first filing: from ~40% to ~85%.
- −60% in claim file assembly time.
What’s next
Close the pilot with consolidated metrics and move to production: cover more lines of business, integrate with the claims core system and provide full traceability of every claim file from the very first email.