Claims are the moment an insurance company keeps — or breaks — its promise. Most of the waiting in a claim isn't assessment; it's routing.

The challenge

Incoming claims arrived as unstructured documents, photos, and free-text descriptions. Human triage teams classified and routed them — a step that added days before assessment even began, and where miscategorized claims bounced between departments.

Building it

Colendi AI built a triage agent that reads every incoming claim, extracts the structured facts, classifies severity and type, checks policy coverage, and routes it to the right assessor with a pre-filled case file — in seconds, on every channel.

What changed

  • Triage time reduced from days to under a minute
  • Routing accuracy above 95%, cutting inter-department bounces
  • Settlement cycle shortened by 40% end to end

“Policyholders don't experience our org chart — they experience the wait. Removing the wait changed how they see us.”

Claims Operations Lead