Insurance AI Agent — Automating Claims Intake and Renewal Workflows

The Problem

The brokerage's operations team was spending significant time on three categories of repetitive work: processing new claims notifications (FNOL), answering routine policy coverage questions, and manually chasing renewals with policyholders approaching their renewal date.

Claims intake was particularly time-sensitive. Policyholders who called in after hours received no support until the next business day, and the manual FNOL process required a team member to capture details, create a record, and route the case to the relevant underwriter — a process that averaged 45 minutes per claim.

Our Solution

We built an AI agent integrated with the client's policy management system, claims platform, and CRM:

• Claims intake (FNOL):The agent handles first notice of loss 24/7 — capturing incident details, creating the claim record, triggering the adjuster assignment workflow, and sending the policyholder an acknowledgement with next steps.
• Policy queries:Coverage questions, excess amounts, and claim status updates answered instantly by pulling live policy data — without a team member needing to look anything up.
• Renewal outreach:The agent contacts policyholders approaching renewal, gathers updated information, presents renewal options, and routes confirmed renewals through to processing — significantly reducing lapse rates.