Spend less time on the repetitive work in claims and policy handling
Anna helps your employees with the administrative work that keeps repeating itself: she reads claim notifications and requests from customers and brokers, finds the policy, prepares replies and cases, and can carry out the work in your systems once an employee has approved it.
- Mette Lund Private customer 09:12 Water damage claim A pipe burst under the kitchen sink last night. Photos are attached… Claim
- Anders Bech Bech Insurance Brokers 09:04 Change to policy 8823-1104 The client has bought a new van. Can it be added to the fleet policy from 1 November? Policy
- Peter Riis Private customer 08:51 Is my bike covered? My bike was stolen from the carport. Is it covered by my home contents insurance? Coverage
- Customer service Nordsikring 08:37 Cancellation of policy 3390-5512 The customer has moved to us from 1 December. Please cancel the policy. Cancellation
Water damage claim
Mette Lund · Private customer
A pipe burst under the kitchen sink last night. Photos are attached…
Anna suggests
- Open a claim on policy 4471-2280 in the claims system
- Send the claim to a loss adjuster with the notification and photos
Draft reply Confidence 92%
The cases get handled today – it just takes longer than it should
A claim notification lands in the inbox.
An employee reads it, finds the customer and the policy, opens the policy system, checks what is covered, opens a claim, passes it on to a loss adjuster and writes a reply to the customer.
Each case may not seem like much. But when the same steps repeat many times a day – for claims, policy changes, cancellations and questions from brokers – employees spend many hours on work that could be made easier.
That is where Anna helps.
- 1Claim received
- 2Read and understand the claim
- 3Find the customer
- 4Find the policy
- 5Open the policy system
- 6Open a claim
- 7Send to loss adjuster
- 8Write a reply
- 9Send
How many of those steps actually need a claims handler?
Let Anna take care of the repetitive steps
Anna learns how you want a specific type of case handled. When the case comes up again, Anna prepares the work following the workflow you have defined.
Today 8 steps
- Claim arrives
- The employee reads it
- Looks up customer and policy
- Finds the relevant information
- Opens a claim
- Passes it to a loss adjuster
- Writes a reply
- Sends it
With Anna 4 steps
- Claim arrives
- Anna reads it and prepares the case
- The employee approves
- Anna carries out the approved actions
Anna prepares the case. Your employee makes the decision.
What a case can look like with Anna
A customer sends an email asking for proof of insurance for their bank.
Anna reads the email and summarises the request:
Anna then follows the workflow the insurance company has defined.
Once the employee has reviewed and approved the suggestion, Anna carries out the actions she has been given access to.
If Anna is missing information, or the case needs a professional judgement – such as whether a claim is covered – she flags it to the employee instead.
Camilla Thorsen, private customer
Proof of insurance for the bank
Hi. We are refinancing our mortgage, and the bank needs proof that the house is insured. Could you send it?
New request
The customer needs proof of insurance for their home insurance (policy 6120-3348) to refinance a mortgage.
Anna suggests
What can Anna help with?
Anna is not built for one specific task. She can be set up around the workflows that keep repeating in your claims, policy and customer departments.
From “how we usually do it” to “how we do it”
At an insurance company, similar cases should be handled the same way. Even so, a good part of the workflows often lives with individual employees.
One employee knows how a particular type of claim should be opened. Another knows what the broker needs for a policy change. And a third has their own way of registering a cancellation.
With Anna, you can define how a specific type of case should be handled.
When the same type of case comes up again, Anna follows the same workflow.
This gives you:
- More consistent case handling
- Cases are handled according to the procedure you have decided – no matter who picks them up.
- Fewer manual errors
- Policy numbers, dates and amounts are not entered differently from one time to the next.
- Better data
- Information is registered consistently in the policy, claims and customer systems.
- Less dependence on individuals
- Knowledge of the workflow does not have to live in one employee's head.
Start carefully and give Anna more responsibility when you are ready
You do not have to hand your case handling over to AI overnight.
Anna can start by simply reading a claim, summarising it and suggesting what the employee should do.
As you grow comfortable with the workflow, Anna can be given access to more.
For example, she can find the policy, draft replies or prepare a claim. And when you want her to, she can also carry out approved actions.
Anna suggests
I have found the customer and policy 8823-1104. I suggest adding the van to the fleet policy from 1 November and sending the broker the confirmation below.
You decide which systems Anna can access and which actions she is allowed to carry out. Assessing coverage and settlements stays with your employees.
Free up time for the cases that need expertise
A working day at an insurance company is made up of cases that require experience, expertise and human judgement – and of the administrative routines that simply have to get done.
Those repetitive steps are where Anna can help.
When Anna finds the policy, prepares replies, registers data and sets up the next action, employees spend less time on routine work.
That frees up time for the complex claims, good advice and the customers who need a human on the other end.
Less time on:
- Policy lookups
- Data entry
- Opening cases
- Repeated replies
- Forwarding
- Acknowledgements
More time for:
- Claims assessment
- Complex cases
- Advice
- Customer dialogue
- Broker relations
- Prevention
When a case moves from desk to desk
A claim is rarely settled by the person who receives the notification.
An employee can start handling it and then pass the case on to a claims handler or loss adjuster who takes the next step.
In Anna, employees can see all the activity on the case, who did what, and who is responsible now.
That gives a better overview – also when the case moves between employees, departments and partners.
- Claim notification received
- Anna has summarised the claim
- MA Actions approved by Marianne
- Claim 26-10418 opened
- MA Case assigned to loss adjuster Thomas
- TH Inspection arranged with the customer
- TH Reply sent
Anna works across your systems
Case handling rarely stops in the inbox.
A claim can mean that an employee then has to open the policy system, find the customer, check the coverage, open a claim, fetch a document and pass information on.
Anna can be connected to the systems you already use, so more of the work can happen as one continuous workflow.
- EmailReceive and understand claims and requests.
- Policy systemFind policies, coverage and customer details.
- Claims systemOpen and update claims.
- CRMFind, create and update customers, brokers and tasks.
- FinanceFind premium, payment and payout details.
- Other systemsAnna can be connected to other systems when they allow it.
And do most of your cases come in by email today? Then Anna can start there too. You do not need to integrate every system to get help.
Get more out of the time you already have
The purpose of Anna is not to automate for the sake of automation.
It is about making the repetitive workflows in case handling easier, so employees get more time for customers and the cases that need judgement.
Free up working hours
Spend less time on repetitive work in claims and policy handling.
Reply to customers faster
Have claims and requests ready for handling when the employee opens them.
Make fewer errors
Let defined workflows be followed the same way every time.
Get a better overview
See what has happened on a case and who is responsible.
Make time for more
Free up your employees' time for claims assessment, advice and customer dialogue.
Start with one workflow
You do not need to know in advance how AI should be used in your company.
Start instead with something you already do.
A claim that needs to be opened. A policy change from a broker. A proof of insurance that needs to be sent. A cancellation that needs to be registered. Or another task that keeps repeating.
Together we go through how you handle the task today and look at which steps Anna can help with.
If it makes sense, we teach Anna your workflow and follow up together with the employees who will be using her.
Once you are comfortable with Anna, you can build on it with more workflows.
Which case do you handle again and again?
Maybe you already know where your employees spend more time than they need to.
Maybe you don’t.
In a discovery meeting, we start from your case handling and find the repetitive workflows where Anna could potentially free up time.
You do not need to prepare an AI strategy or know what can be automated. Just tell us how you work today.