The Situation

A national P&C carrier serving millions of policyholders in the US and offering a comprehensive suite of personal and commercial insurance products looked to modernize its operations to deliver superior customer service.

The Challenge

For homeowners’ claims, the insurers’ initial stages of a new loss report  presented serious complications. With 200,000+ new loss reports annually, each claim required adjusters to manually sift through policy documents, pinpointing critical endorsement forms, and deciphering coverage limitations and exclusions from the carrier’s various systems. This process involved hundreds of new loss claims that each took up to 15 minutes per claim, was expected to be completed within a single business day. This extensive manual effort wasn't just time-consuming; it increased the risk of manual errors, created considerable operational inefficiencies, and contributed significantly to adjuster fatigue. During peak claim seasons, when document volumes spiked, staffing gaps exacerbated this problem, causing employee burnout and hindering claims professionals’ ability to focus on customer satisfaction and other high-value activities.

The Solution

The insurer partnered with Roots, deploying an AI Agent  to automate their First Notice of Loss (FNOL) document retrieval and packaging workflow. Once on the job, the Roots AI Agent created a seamless workflow by reading and extracting critical data from new loss reports. The Roots AI Agent extracts policy numbers and details needed to access the carrier’s internal document retrieval system. The AI Agent then carefully locates the required documents, automatically pulling ones relevant to the specified Date of Loss (DOL) and policy number and creates a structured PDF with a table of contents, the latest policy declaration page, and all applicable endorsements and forms and saves the package to a dedicated secure FTP server. 
Finally, the Roots AI Agent notifies the team, confirming successful saves or alerting them to any issues. This comprehensive process works seamlessly with the insurer’s existing claims system, creating a truly end-to-end automation loop for homeowners, renters, landlords, and condo policy types.

The results: FNOL Processing Transformed!
Since  joining the team, the Roots AI Agent has successfully completed thousands of document packages, resulting in hundreds of hours of manual work saved for the adjusters. This automation has boosted performance across the process,  including  a substantial reduction in manual errors, and improved process consistency without the need for additional FTE or BPO resources. Crucially, the solution has reduced adjuster burden, empowering them to devote more time to customer interactions and other higher-value tasks. 

While still in its early stages, this partnership has streamlined the company’s workflow and is poised to deliver even greater document identification accuracy to drive better claims decisioning and enhance overall efficiency to delight policyholders with a superior claims experience.