A motor claims team clears its backlog without adding adjusters
A mid-sized insurer receiving motor claim files from policyholders, garages and experts, with volumes that spike after every storm.
Who they are.
A mid-sized motor insurer. Its claim files are assembled by three parties who never meet: the policyholder declares the loss, the garage invoices the repair, the expert writes the report. Volumes are flat most of the year and triple in the week after a storm.
Anonymised at the client’s request. Client names are never disclosed without written permission.
What had to be solved.
Adjusters were opening every file to confirm the same identities, dates and amounts before any judgement could begin. Storm weeks produced a backlog that took a month to clear, and inconsistencies were often found after a first payment had been approved.
What success looked like.
- Absorb a storm week without temporary staff
- Put adjuster attention only on files where something disagrees
- Catch a date or amount inconsistency before the first payment, not after
What Ceertia does here.
Eleven use cases covering the common loss types. Each declares the documents a complete claim file needs and the questions to answer across them — identity, chronology, amounts. Adjusters open a file already reconciled, with the disagreements listed and each one citing the two documents that contradict each other.
The loss date must be earlier than the repair invoice date — flag any file where the invoice predates the loss.
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.
Peak weeks stopped producing a backlog. The adjuster’s first minute on a file now starts with the exception list rather than with re-reading six documents to build one.
- Adjusters opened every file to confirm the same identities, dates and amounts.
- Storm weeks produced a backlog that took a month to clear.
- Inconsistencies were found late, after the first payment had been approved.
- Files arrive pre-checked; adjusters see only what disagrees.
- Peak weeks are absorbed without temporary staff.
- Every flagged inconsistency cites the two documents that contradict each other.
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 property insurer that suspected duplicate documentation across its claim portfolio but had no way to see across files.
Read the case → InsuranceBrokers fix their own incomplete claim filesAn insurer receiving claim files through a network of brokers, where every incomplete submission meant a phone call and a week of delay.
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.