Insurance & risk · customer story
The claim is open before the call ends.
United Automobile Insurance Company and Damco Solutions built an intake agent for the auto claims line. It answers in English or Spanish, confirms the policy, takes the loss report, and opens the claim in UAIC's claims system while the policyholder is still on the phone. When a call needs a person, it hands over a claim that's already filled in.
- of captured fields matched the claim record: 121 of 126 checked
- 96%of captured fields matched the claim record: 121 of 126 checked
- of calls handed to a person with the loss report already taken
- 47%of calls handed to a person with the loss report already taken
- of completed calls re-read and compared against the claim, with nobody doing the checking
- 100%of completed calls re-read and compared against the claim, with nobody doing the checking
Measured in user acceptance testing, August 2026, on a client relationship that began in 2001.
How it works
A call becomes a claim
A policyholder calls the same number they always have. What changed is everything after the first ring.
2:14 AM
And when a call needs a person, because an injury is reported or the caller asks, the representative picks up a claim that's already open, and carries on from where the call got to.
One call
What a policyholder hears
The agent works through the same steps a trained representative does, in the same order, on every call. Here's one of them, shortened, including the moment the caller switches language, and the moment they correct something they said four questions earlier.
The claim, being built
How we did it
A regulated process, kept intact
An intake call is a regulated process wearing the clothes of a conversation. Four controls keep the process intact while the conversation stays natural.
The steps aren't optional.
FNOL has a required order: identity, policy status, injuries, then the questions the coverage demands. The application decides when a call moves to the next step, not the AI. Every call follows the same route, which is what makes it testable before launch and auditable after.
Callers correct themselves.
Details arrive late and answers change mid-call. The agent accepts corrections at any point, holds anything about injury to a stricter standard, and reads the full report back at the end. The policyholder confirms their own claim before it's created.
The claim is never half-written.
Details are written to the claim as the call goes, one update at a time, in order. No two updates race each other, and the record is never left in a state nobody intended.
Two languages, one rulebook.
English and Spanish run on the same business rules. The agent follows the caller's language mid-sentence; what it must ask and what it must escalate stays identical. Adding a language changes the voice, not the process.
Marking its own work
Every call is marked against the claim it created
A voice line mishears things. A bad connection, a busy intersection, a surname spelled out loud. So the accuracy isn't asserted, it's measured. After a call ends, the conversation is read a second time by an independent pass, the facts are pulled out of it again, and those are compared with the claim that was created, field by field. Where the two disagree the claim is flagged, and a callback is raised before it moves on.
- 01The callends
- 02Read againindependently
- 03Facts pulledout a second time
- 04Comparedfield by field
AgreesThe claim proceeds.
DiffersThe claim is flagged, and a callback is raised before it moves on.
Runs on every completed call
- fields checked against the claim record
- 126fields checked against the claim record
- agreed with what the caller said
- 121agreed with what the caller said
- disagreed, and were flagged before the claim moved on
- 5disagreed, and were flagged before the claim moved on
That's the part a claims leader can take to an auditor: every completed call, checked, with the disagreements named.
The handover
Where the call still goes to a person, and why
Just under half of calls end with a representative. That's the design rather than the shortfall, and what sends them there is worth looking at.
Every one of them carrying a loss report already taken.
- 53.8%
- An injury was reported. The agent is required to hand the call over, and does.
- 46.2%
- The caller asked for a person. The agent doesn't argue with that.
Nobody starts from zero
The representative picks up a claim that's already open: policy confirmed, loss details taken, the report on screen. They carry on from where the call got to, instead of asking a shaken policyholder to tell it all again.
Between them, those two account for the whole escalation mix. Nothing in it is the agent failing to understand a caller.
If your claims line has the same shape, the first useful conversation is about which calls it should never take.
We'll tell you which calls stay with people.