Objective
The objective was to modernize property insurance claims using Salesforce Agentforce – enabling faster claim intake, automated policy validation, and real-time visibility across the entire claim lifecycle.
The solution aimed to minimize manual intervention, accelerate service delivery, and create a seamless, customer-first claims experience within the Salesforce ecosystem.
Challenge Highlights
Manual Claim Intake: Lengthy forms and repetitive data entry increased errors and slowed submissions.
Delayed Policy Verification: Time-consuming policy lookups postponed claim initiation and approvals.
Lack of Real-Time Visibility: Customers had no clear insight into claim status, increasing follow-ups.
Inefficient Repair Coordination: Disconnected scheduling and manual handoffs delayed inspections and repairs.
The Solution
- AI-Driven Claim Intake: Conversational AI captures damage details instantly—without long forms.
- Automated Policy Verification: Real-time policy lookup and claim initiation reduce delays.
- Live Claim Status Updates: Automated notifications and dashboards ensure complete transparency.
- Guided Escalation & Actions: Clear next steps for documents, approvals, and timelines.
- Smart Repair Coordination: Location-based assignment of authorized service providers.
- Voice-Enabled Claims (Optional): Hands-free claim reporting for urgent situations.
The Results: Impact on Process
- Faster Claim Initiation: Automation significantly reduced claim start times.
- Reduced Manual Effort: AI eliminated repetitive tasks for service teams.
- Improved Transparency: Real-time status updates reduced follow-ups.
- Faster Repair Turnaround: Intelligent scheduling accelerated inspections and repairs.
- Higher Customer Satisfaction: Predictable, faster claims boosted trust and loyalty.