The problem
Every claim arrived as an email with attachments in no fixed order. An adjuster opened it, worked out what was missing, wrote to the claimant, and waited. Industry data on manual FNOL handling puts that back-and-forth at anywhere from several hours to several days before an assessment even starts, and a meaningful share of claims go round the loop more than once before the file is complete.
What we configured
Four capabilities on the same platform foundation, no bespoke build:
Where humans stayed
Nothing settles without an adjuster. The Aktion Agent’s remit ends at a complete, validated, prioritised file — everything after that is a human decision, with the full intake trail attached and every automated step logged.
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— [name, title]
What came next
The same foundation now runs claims triage and renewal outreach. Neither needed a new platform — only new domain knowledge, rules, and workflow.
One real-world use case of AI in insurance, based on: