Claims intake and triage
The desk reads the first notice of loss and everything attached to it, checks coverage against the policy in your claims system, and proposes where the claim should go, with the policy language and evidence behind it.
Why it's hard
In the demo
A clean auto claim goes straight to fast-track. The second is flagged: the loss date falls two days after a coverage change, and the agent shows the endorsement that matters.
How the desk runs it
The first notice and its attachments open a case: claim form, photos, police or incident report, repair estimate.
The agent confirms the policy was in force on the loss date, reads the coverage and exclusions, compares the estimate with the damage described, and checks the claim history for fraud indicators.
It proposes a route (fast-track, assign an adjuster, refer to special investigations, or reserve rights), citing the policy language.
A claims handler approves or changes the route.
Acknowledgement to the policyholder, a reservation-of-rights letter where needed, and the adjuster assignment.
Letters and the decision are filed to the claim.
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