The enterprise friction point
Claims took 14 days to resolve, with manual bottlenecks at intake, document collection, fraud review and payment authorisation. Customer NPS had fallen to -12 and renewals were declining 5% a year on process frustration alone.
Transformation objectives
- Reduce claims processing from 14 days to near-instant.
- Cut fraudulent payouts through automated detection.
- Recover customer satisfaction and retention.
- Free adjusters from routine claims.
Discovery & architectural audit
Claim-history analysis established that the large majority of claims were routine and low-risk, and that adjuster time was being consumed by exactly those — leaving the genuinely complex and genuinely suspicious cases under-examined.
The Fortiv AI architecture
- 01
Omni-Channel Intake: A claims assistant across WhatsApp, mobile and web that categorises damage and extracts documents at the point of submission.
- 02
Instant Fraud Scoring: A model weighing claimant history, geolocation, submission metadata and network connections; claims scoring under 15% risk auto-approve.
- 03
Automated Estimation & Payment: Repair-database cross-referencing for instant estimates, with payment inside 24 hours on approved claims.
- 04
Adjuster Workbench: Pre-populated case files carrying the analysis and fraud score, cutting complex case review from 2 hours to 20 minutes.
Verified audit outcomes
Post-deployment impact
- 14 days → 48hrs
- Claims processing time, an 85% improvement
- $2.3M Annually
- Fraud reduction — a 60% decrease
- -12 → +45
- Customer NPS within six months
- +12% Renewals
- Renewal rate increase