Initial claims intake fully automated

The challenge

Filing a claim meant three phone calls and five forms, at the worst possible moment, right after an accident or a loss, when the customer was already stressed and frazzled. Every extra step felt like the insurer making a hard day harder.

The intake itself was slow and error-prone: details captured over the phone were incomplete, photos arrived by email days later, and adjusters opened files missing half of what they needed, triggering another round of back-and-forth.

The first interaction set the tone for the whole claim, and too often it set a bad one, denting satisfaction scores exactly when loyalty is decided.

The solution

An AI Claims Intake Agent now guides claimants through a calm, structured first-loss report on the channel they already have open:

• Guided intake on WhatsApp, instead of forms, the agent walks the claimant step by step, collecting incident details, photos and witness information in one conversation, with image links rendered inline via Reply Format so evidence is captured cleanly.
• Structured, complete data, the conversation maps to required fields using a Google Spreadsheet / create_order-style structured capture, so the file that reaches the adjuster is complete the first time.
• First-loss report generated automatically, the agent assembles the intake into an adjuster-ready summary and pushes it onward by Email, removing the manual re-keying step.
• Empathetic, on-brand tone, the instruction built in the Configuration Wizard is battle-tested for a stressful context, so the agent stays reassuring and clear rather than bureaucratic.
• Instant escalation for serious cases, anything urgent or complex is routed to a human adjuster through Hand-off Control with the whole thread attached, and the team is alerted via Flight Control.

The result: intake that used to take three calls and five forms now happens in a single guided chat, and adjusters open complete files instead of half-empty ones.

What was deployed