Sentinel Insurance Claims Triage AI
A Singapore-headquartered regional insurer cut first-touch claims triage from 6 hours to under 8 minutes.
Impact
What changed.
First-touch speed
Average first-touch triage time dropped from six hours to under eight minutes — including overnight and weekend submissions.
Adjuster productivity
Adjusters now handle 38% more cases per week because they start from a prepared file instead of cold submissions, with no quality regression.
Fraud capture
Fraud indicators surface at first touch instead of mid-investigation. Suspected-fraud claim flagging rose 2.3x while false-positive rate stayed below 4%.
The challenge
Before
Sentinel Insurance writes motor and property cover across Singapore, Malaysia, and Indonesia with roughly 11,000 first-notification-of-loss events a month. Their first-touch triage — assessing severity, allocating to the right adjuster track, requesting initial documentation — was taking an average of six hours during business days and far longer over weekends. Customers complained loudest about silence in the first 24 hours, and the team was losing visible NPS to faster-moving InsurTech competitors.
- 11,000 monthly first-notification-of-loss events triaged manually
- First-touch triage averaging six hours on weekdays, longer over weekends
- Severity assessment varying by adjuster experience and time of day
- Document requests sent in bulk template emails, often missing the right items
- No routing intelligence — claims piled up in a general adjuster queue
- Customer NPS losing visibly to faster-moving InsurTech competitors
- Repeat customer follow-ups consuming adjuster bandwidth before real work began
- Fraud indicators surfaced only at advanced claim stages, not at first touch
The solution
What we built
We deployed a claims triage agent that consumes the FNOL (form submission, voice transcript, photo upload, or partner API feed), assesses severity and complexity, classifies the claim track, requests the right initial documentation in the customer's language, and routes to the appropriate adjuster pod. The agent uses computer-vision models to assess motor damage from photos and applies a structured severity rubric. It flags fraud indicators (mismatched accident narratives, image metadata anomalies, repeat-claimant patterns) for human review without making accusations. The agent operates inside the insurer's claims platform, so adjusters pick up cases fully prepared rather than starting from scratch. Customers receive an acknowledgement and a clear next-step request within minutes of submission. Adjusters keep all final authority — the agent prepares the ground, humans make the calls.
Core workflow connections
How the system flows.
- FNOL Intake (form / voice / photo / partner API)Language Detection
- Severity AssessmentTrack ClassificationAdjuster Pod Routing
- Photo AnalysisDamage EstimationRepair vs Total Loss Indicator
- Document Request DraftedCustomer ChannelAcknowledgement
- Fraud Indicator FlaggingHuman Review QueueInvestigation Decision
- Repeat Claimant Pattern DetectionSpecial Handling Path
- Adjuster Picks UpPre-prepared CaseDecision Authority Retained
- Customer Status UpdatesChannel PreferenceBrand Voice Maintained
- Quality assurance sampling of agent triage decisions for retraining
- Computer-vision damage assessment with structured severity rubric
Process
How we built it.
FNOL Intake (form / voice / photo / partner API) → Language Detection
Severity Assessment → Track Classification → Adjuster Pod Routing
Photo Analysis → Damage Estimation → Repair vs Total Loss Indicator
Document Request Drafted → Customer Channel → Acknowledgement
Fraud Indicator Flagging → Human Review Queue → Investigation Decision
Repeat Claimant Pattern Detection → Special Handling Path
Adjuster Picks Up → Pre-prepared Case → Decision Authority Retained
Customer Status Updates → Channel Preference → Brand Voice Maintained
Quality assurance sampling of agent triage decisions for retraining
Computer-vision damage assessment with structured severity rubric
Start a project
Customers waiting 24 hours just to hear from you?
We build triage agents that respect adjuster authority — they prepare the case, your team makes the call, customers feel responded to.
No retainer lock-in · Month-to-month · Full transparency
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