The first notice of loss is the moment a policyholder finds out what their insurance is really like. They have just had an accident, a burst pipe or a theft, and they want to know two things: that the claim has been registered, and what happens next.
For claims teams, the same moment is a long intake. Policy details, incident details, photos, reports, third-party information. Volumes swing with the weather and the season, and handlers spend much of their day collecting information and answering status calls instead of assessing claims.
Claims intake automation takes the first notice and the routine follow-up end to end, so claimants are looked after from the first minute and handlers start every claim with a complete file.
Where the intake time goes
| Stage | Recurring work |
|---|---|
| First notice | Identifying the policy, recording what happened, checking cover |
| Evidence | Requesting photos, reports, invoices and third-party details |
| Status updates | Answering "where is my claim" calls and messages |
| Handoff | Summarising the claim for the handler or assessor |
How a claims intake workflow runs
Take the report
The workflow answers when the policyholder reports, at any hour, on the channel they choose and in their language. It identifies the policy, records what happened in a structured way and checks the basics against the policy record.
Collect evidence
Based on the claim type, the workflow asks only for what that claim needs: photos for vehicle damage, a police reference for theft, repair estimates for property. Customers receive a secure link to upload documents, and the workflow follows up on anything still missing at the intervals your team sets.
Hand over with a complete file
The claim is registered in your claims system with a clear summary, the evidence received and anything outstanding. Claims that meet your criteria for urgency, vulnerability or complexity go straight to a handler.
Keep the claimant informed
As the claim moves through your process, the claimant is updated proactively: evidence received, assessor booked, decision made. Status questions are answered from the claims record, so fewer of them reach the team.
Keeping control
Claims leaders define the rules once in trigger policies:
- which claim types and products the workflow handles at intake
- what evidence each claim type requires
- the signs of urgency or vulnerability that send a claim to a person straight away
- the wording used for every update and disclosure
Coverage and settlement decisions stay with your handlers. The workflow gathers and organises; it does not decide claims.
What changes for the team
- Complete files. Handlers start with the information and evidence in place.
- Fewer status calls. Claimants are told what is happening before they need to ask.
- Capacity in a surge. A spike in reports after a storm is absorbed without a backlog at intake.
- A better first experience. Every claimant gets a prompt, clear response, in more than 60 languages.
Where to start
Start with one high-volume, well-defined claim type, such as motor glass or minor property damage. Automate the intake and evidence steps, measure time to a complete file and the volume of status calls, then extend to the next claim type. See the claims intake use case for insurance, or talk to the team.
