The Customer

The carrier operates as a global insurance company across multiple lines of business, including surety, Accident & Health (A&H), and property and casualty insurance. 

The Situation

With operations spanning North America, APAC, and expanding into Europe and the Middle East, the carrier processes an enormous volume of documentation—approximately 75,000 documents annually, with projections to reach into the hundreds of thousands in the future.

The Challenge

The carrier faced mounting operational pressures that threatened their ability to scale efficiently across global markets. The most critical challenge centered on their First Notice of Loss (FNOL) processing, where they handled over 10,000 claims monthly through a completely manual system. Each FNOL required staff to meticulously search through email inboxes, extract critical information from various document formats including PDFs and scanned files, and manually enter data into their claims system—a process consuming valuable time and introducing human error risks.

The complexity multiplied across their international operations. Claims processing for APAC struggled with resource constraints and inconsistent data extraction methods. Technical challenges emerged when processing policy numbers and country specific data elements, creating bottlenecks that delayed downstream claim activities. The lack of standardization across regions meant urgent claims often languished in queues, impacting customer satisfaction and operational efficiency.

Adopting AI automation was a big concern for the carrier. While recognizing automation's potential, leadership harbored legitimate concerns about generative AI risks and regulatory implications. They needed a solution that provided transparency and explainability, critical for regulatory reporting, while delivering measurable improvements in accuracy and speed. The company required a partner who could navigate their rigorous decision-making process involving multiple stakeholders from operations, IT, underwriting, and legal teams.

The Solution

The carrier partnered with Roots to transform their claims intake process through intelligent automation. The solution centered on deploying AI Agents specifically designed to handle FNOL processing from initial receipt through system entry, operating continuously across all time zones to serve their global operations.

The Roots approach featured a two-step process. The first step was to automatically retrieve new FNOL emails from designated inboxes, intelligently identifying urgent items and prioritizing them based on the carrier's business rules. The second step was to process each email and attachment, extracting essential information including policy numbers, dates of loss, loss locations, and event descriptions with precision.

What set the Roots solution apart was its ability to address the carrier's specific regional challenges. The AI Agent was trained to handle the nuanced requirements of different geographic markets and maintain consistency across APAC claims handling. When information was incomplete, the system intelligently routed claims forward while flagging them for human review, ensuring nothing fell through the cracks.

During the implementation process, Roots provided complete transparency in their AI approach, enabling the carrier to understand and explain the underlying technology to regulators. The solution integrated seamlessly with existing systems while maintaining the flexibility to adapt to evolving business requirements. Throughout the proof-of-concept phase, Roots demonstrated over 90% accuracy rates, meeting the carrier's performance benchmarks while providing the confidence scores and exception handling capabilities their risk-conscious culture demanded.

The Impact

After deploying the Roots FNOL AI Agent, the carrier saw immediate benefit including:

• Added Capacity without Headcount Increases: Successfully processed 10,000+ FNOL claims monthly at a straight through processing (STP) rate of 70%+ without adding headcount.
• Reduced Claim Intake Times: Intake time plummeted from lengthy manual processes to streamlined automated workflows.
• Increased Processing Consistency: Standardized claim intake across North America and APAC operations.
• High Accuracy Rate: Maintained 90%+ data extraction accuracy while reducing human error risks.
• Improved Operational Efficiency: Eliminated manual email searching and data entry bottlenecks and dramatically improved responsiveness for high-priority claims.
• Better Resource Optimization: Redirected staff from repetitive tasks to high-value claim analysis and customer service activities.