Claims Intake
A policyholder calls to report an accident. Three minutes later, the claim is filed, the adjuster is assigned, and a rental car is on the way.
The Intake Problem
A policyholder just backed into someone’s car in a parking lot. They’re standing there, heart racing, and they need to call their insurance company. They dial the claims line.
What happens next is the same experience it’s been for decades. An IVR menu. A hold queue. A representative who asks them to spell their last name, recite their policy number, describe what happened, repeat the other driver’s information, and confirm their contact details — all while typing into a form that could have been filled automatically.
The call takes twelve to fifteen minutes. The policyholder is frustrated. The representative is doing data entry. And the claim still needs to be assigned to an adjuster, who will call the policyholder back tomorrow to ask some of the same questions again.
This is a process problem, not a people problem. The information flows in naturally during a conversation — the caller describes what happened, mentions who was involved, gives their location. A trained listener could file the claim in three minutes. The bottleneck is the manual data entry happening in parallel.
The fix is an associate that listens to the conversation, extracts the structured data in real time, verifies the policy, and files the claim before the call ends. The policyholder hangs up with a claim number, an assigned adjuster, and a rental car on the way.
How It Works
The Claims Intake Associate answers the call as a natural voice conversation. No menus, no hold music, no routing. The caller describes their situation in their own words, and the associate guides the conversation to collect everything needed for a complete FNOL filing.
During the call:
- Verifies the policyholder’s identity and active coverage
- Collects incident details — what happened, when, where, who was involved
- Assesses vehicle damage and injury status
- Checks for police report information
- Issues a claim number in real time
- Assigns the appropriate adjuster based on claim type and severity
- Coordinates immediate services if applicable — rental car, towing, glass repair
After the call:
- Complete claim file is in your system — no re-keying, no manual entry
- Adjuster has everything they need to begin investigation
- Policyholder receives confirmation with their claim number and next steps
- Full conversation transcript is attached to the claim record
The associate handles the routine so your adjusters can focus on the judgment calls — investigation, evaluation, settlement. Every claim starts with a cleaner, more complete file.
One Workflow. Every Channel.
It doesn't matter how the request arrives. The same intelligent automation handles it.
Email Inbox
A request lands in your inbox. Our AI reads it, extracts the details, and starts working — before your team even sees it.
Phone & Voice
A caller needs a document. Our voice associate captures every detail and routes it directly into the fulfillment workflow.
Web Chat
A visitor requests a document through your website. Instant intake, instant processing.
Same automation. Same compliance. Same result.
Frequently Asked Questions
Is this a real phone call or a chatbot? +
A real phone call. The policyholder dials your existing claims number and speaks naturally — no menus, no prompts, no 'press 1.' The associate listens, asks follow-up questions, and handles the conversation the way a trained claims rep would. It uses voice AI with real-time speech recognition and natural language understanding.
What information does it collect during an FNOL call? +
Everything your claims team needs to open a file: policyholder identity and policy verification, date/time/location of the incident, description of what happened, other parties involved, vehicle damage assessment, injury status, police report information, and preferred contact method for follow-up. The associate adapts to how the caller describes the situation — it doesn't require answers in a specific order.
What happens after the call ends? +
The claim is filed in your system with a claim number, the appropriate adjuster is assigned based on claim type and severity, and the policyholder receives confirmation with next steps. If the claim qualifies for immediate services — rental car, towing, glass repair — those are coordinated during the call, not after.
Can it handle complex or emotional callers? +
Yes. The associate is trained to recognize when a caller is distressed and adjusts its pace and tone accordingly. It does not rush through the script. It acknowledges what the caller is going through and focuses on making the process as simple as possible. For situations that require human judgment — disputed liability, serious injury, potential fraud indicators — it warm-transfers to your team with full context.
Does it replace our claims adjusters? +
No. It replaces the intake step — the initial phone call where a policyholder reports what happened. Your adjusters still handle investigation, evaluation, and settlement. The associate gives them a cleaner, more complete file to start from, faster.
How does it verify the caller's policy? +
During the conversation, the associate asks for identifying information — name, policy number, date of birth, or vehicle details — and verifies against your policy administration system in real time. If the caller doesn't have their policy number handy, the associate can look them up by name and address or by vehicle VIN.
Every Claim Starts With a Phone Call
Your policyholders are already calling. The question is whether they wait on hold for a human to take notes, or whether the claim is filed before they hang up.