Agentic AI inboxfor claims
An Agentic AI Inbox for Insurance Claims Intake
The result
30h → 30m
of weekly claims email work, from three people to one
An agentic inbox reads every claims email as it lands, writes complete submissions into the CRM, and escalates only what it cannot finish to one person.
Summarize this case study with AI
Mail in, record out — and a person involved only where the agent could not finish the job on its own.
The work did not get faster. It stopped being work.
Before
30h
Three people, two hours each, every working day — opening claims email and re-keying it into the CRM.
Human hours a week · 1 cell = 1 hour
Cover · open 40 hours of 168
After
30m
One person, once a week, working only the cases the agent could not close on its own.
Human hours a week · 1 cell = 1 hour
Cover · open 168 hours of 168
The Challenge
Three people spent two hours each, every working day, doing the same thing: opening claims email and re-typing it into the CRM.
Submissions arrived as plain text, scanned PDFs and Word attachments. Every field the CRM wanted — claimant, policy number, date of loss, peril, loss value — was read off one screen and keyed into another. Cover ran on a rota, so a claim that landed on Friday evening waited until Monday, and a week of annual leave left a queue for someone else to inherit cold.
The inbox itself became the system: an agent reads every claim as it lands, and a person is involved only where the agent could not finish the job.
The Solution
The agent watches the carrier's Outlook and Gmail claims mailboxes, opens each message and its attachments, and extracts the fields the CRM requires. When it has all of them, it replies to the claimant confirming receipt and writes the record to the CRM with the source email attached.
When Something Is Missing
An incomplete submission is not a failure state. It is the other half of the workflow.
- •The case is held out of the CRM and flagged to the reviewer, showing the source email beside the fields the agent could not find.
- •A chase email to the client is drafted for that reviewer to approve, naming exactly what is outstanding.
- •The agent stays on the thread. When the client replies, extraction runs again on the new message.
- •Once the record is complete it is written to the CRM the same way an automatic one is.
Always Open
The desk went from open 40 hours a week to open 168.
A claim that arrives at 2am on a Sunday is acknowledged at 2am on a Sunday. There is no rota to cover, no out-of-office to route around and no handoff notes to write, because nothing sits in a queue waiting for one particular person to come back.
Results
- •30 hours a week of claims email across three people, down to 30 minutes a week for one
- •Acknowledgement to the claimant went from next business day to seconds, at any hour
- •One reviewer runs the whole intake desk, working only the flagged remainder
- •Every automatic write carries its source email, so any field can be traced back
Technology
- •Outlook and Gmail mailbox monitoring, with attachment and OCR handling
- •Field extraction tuned to the carrier's own claims documents and terminology
- •CRM API writes with source-document audit metadata
- •Reviewer queue showing the source email side by side with the extracted fields
- •Thread-level reply tracking, so a chased claim resolves itself
Your Agentic AI inbox for claims projection.
Projection uses the same reduction coefficient measured in the case study above, applied to your inputs across 50 working weeks per year. Results are indicative; real scope is defined during discovery.
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