Insurance
Enterprise Client (Anonymized) — Property & Casualty Insurance
Cutting claims triage time by more than half at a regional insurance carrier
57% faster claims turnaround
Deployment · 12 weeks
The situation
A regional P&C carrier's 90-person claims intake team was the bottleneck at the front of the claims process. First-notice-of-loss submissions arrived by phone, email, and web form in inconsistent detail, and roughly 30% of claims were mis-routed to the wrong adjuster queue due to incomplete intake data — adding days before a claim reached the right person.
The business case was straightforward: every day of delay at intake pushed the entire claims lifecycle out, and customer satisfaction on the claims process was the carrier's lowest-scoring touchpoint.
The baseline
- Time from first notice of loss to adjuster triage: 3.8 days
- Claims mis-routed due to incomplete intake data: 30%
- Intake team size: 90
- Claims-process customer satisfaction: lowest-scoring touchpoint in the carrier's CX survey
The deployment
Two engineers embedded with the claims operations team for twelve weeks. We built a system that extracts structured data from FNOL submissions across channels, flags what's missing before a claim moves forward instead of after, and routes each claim to the correct adjuster queue based on coverage type, severity signals, and jurisdiction — logic that previously lived in the heads of a handful of senior intake staff.
The system integrates with the carrier's existing claims management platform. Adjusters see a structured, validated claim file the moment it's routed, instead of a raw submission they had to interpret themselves.
The outcome
- Time from first notice of loss to triage: 3.8 days → 1.6 days (57% faster)
- Mis-routing rate: 30% → 8%
- Adjuster capacity freed by reduced rework: equivalent to 14 FTEs, reallocated to complex claims handling instead of correcting intake errors
- Claims-process CSAT: +11 points in the two quarters following go-live
What the client owns now
- The intake extraction and validation pipeline
- The routing engine and its jurisdiction/severity logic, documented and owned by claims ops
- Integration code against the existing claims management platform
- A runbook for adjusting routing rules as coverage lines change
Client identity, sector specifics, and select figures in this case study have been altered or composited to protect client confidentiality, standard practice for published engagement work. The deployment, methodology, and results described reflect a real CopperPin engagement.