Insurance
Bramwell Indemnity
Cutting the claims queue at a regional insurer
First-notice-of-loss triage was the actual bottleneck, not the assessment work after it. Routing and severity scoring moved to an agent, with one hard rule: anything under the confidence floor goes straight to a person.
128
hours returned monthly
2.9
months to payback
89
percent accuracy
94
exceptions a month
Bramwell Indemnity’s first-notice-of-loss queue, not the assessment work downstream, was where claims stalled. A claim could sit unclassified for most of a day before anyone judged how urgent it was.
The confidence floor did the heavy lifting
Severity scoring was the part everyone was nervous about, so we flipped the usual approach. Anything scoring under the confidence floor gets no classification at all; it goes straight to the duty handler unlabelled. Nobody has to trust a black box, only to know when it is unsure.
Accuracy landed at eighty-nine percent, lower than the wholesale deployment and lower than we would like. Ninety-four claims a month still route by hand. The hours saved are large enough that payback still lands under three months.