Brokers fix their own incomplete claim files
An insurer receiving claim files through a network of brokers, where every incomplete submission meant a phone call and a week of delay.
Who they are.
An insurer that does not receive claims directly. A network of independent brokers collects the documents from policyholders and submits the file — which means the quality of an intake depends on the broker who assembled it.
Anonymised at the client’s request. Client names are never disclosed without written permission.
What had to be solved.
An incomplete file started an email chain between adjuster, broker and policyholder, and each round cost about a week. Brokers had no way of knowing what was missing until someone told them, and the same three documents were absent from most files, every month.
What success looked like.
- Let brokers see and fix an incomplete file themselves
- Stop losing a week per round of back-and-forth
- Find out which documents go missing systematically, and why
What Ceertia does here.
Eight use cases, one per product line, plus a broker workspace. A broker submits, sees the verdict, and gets a replacement request Ceertia has already drafted — sent in one click. Because every gap is recorded, the recurring ones became visible as data rather than as anecdote.
Every claim file must contain a signed bank mandate matching the policyholder named on the policy schedule.
How it runs, step by step.
The file arrives with its documents, in any format, from whoever sends it.
Every page is identified and mapped against the expected document list. Missing documents, duplicates and out-of-scope pages are flagged on receipt.
Each rule asks the file a question and answers it directly on the documents, with page, zone and source text attached to the verdict.
The team approves, requests a fix, or rejects. No file is approved or rejected automatically.
What changed.
Most files now arrive complete the first time. The recurring gaps turned out to be a badly worded field on the intake form, which was fixed once and stopped generating rejects.
- An incomplete file meant an email chain between adjuster, broker and policyholder.
- Brokers had no way to see what was missing until someone told them.
- The same three documents were missing on most files, every month.
- Brokers submit into their own workspace and see the missing document immediately.
- A replacement request is drafted by Ceertia and sent in one click.
- The recurring gaps were visible in the data, so the intake form was fixed.
Anonymised case. Client names are never disclosed without written permission. Figures describe the file volumes and checks in this scenario.
Other files, same engine.
A mid-sized insurer receiving motor claim files from policyholders, garages and experts, with volumes that spike after every storm.
Read the case → InsuranceCatching the same invoice submitted on three different claimsA property insurer that suspected duplicate documentation across its claim portfolio but had no way to see across files.
Read the case →See it run on your own files.
Bring one real file to a 30-minute demo. Watch the verification run, evidence on screen.