- Re-read126Fields pulled from the call again, by an independent pass
- Compared121Agreed with what the caller said
- Flagged5Disagreed, and raised a callback before the claim moved on
The claim is open before the call ends An agent takes auto claims by phone, in English or Spanish, at any hour
96%Of captured fields matched the claim record
47%Of calls reach a person with the report already taken
100%Of completed calls checked against the claim
24/7The claims line answers first, in English or Spanish
A call becomes a claim
When an injury is reported or the caller asks, a representative picks up a claim that's already open.
The call comes inThe policyholder dials the same number. The agent answers first.
The agent takes the reportIt confirms the policy, verifies the caller, and asks the required questions.
The claim is createdIn UAIC's claims system, while the caller is still on the line.
The claim number arrivesBy text, before the caller hangs up.
We kept a regulated process intact The conversation stays natural, and the steps don't change
The steps stay in orderThe application moves the call to the next step, not the AI.
Callers can correct themselvesThe agent reads the report back, and the caller confirms it.
The claim is never half-writtenDetails are written one update at a time, in order.
Two languages follow one rulebookEnglish and Spanish run on the same business rules.
Every call is checked against the claim it created
Two reasons send a call to a person Neither one is the agent failing to understand a caller
The representative picks up a claim with the policy confirmed and the loss details taken, so a shaken policyholder doesn't repeat the story.
53.8%Of handovers follow a reported injury, which the agent must pass on
46.2%Of handovers happen because the caller asked for a person
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