What’s inside: step-by-step flow · output checking
The question this file answersWhat share of our claims are simple enough that a clerk adds nothing — and still wait behind the hard ones?
Fits: insurers where low-value claims wait behind complex files in one queue.
Typical, from the finance playbook. Depending on the line, an insurer's claims desk takes in anywhere from hundreds to thousands of claims each month. The same clerk opens every first notification — form, photos, policy number — whether it is a cracked wing mirror or an injury. The simple ones queue behind the ones that need investigation.
By mid-morning the adjusters are working the files that need them — injury, disputed cover, a fraud flag — while the wing-mirror claims have already been checked and prepared for payment. You can see how many claims took the straight-through door this week, and every one that was held back, with the reason.
Typical, not a measured client result. Every figure here comes from the playbook source named below.
of routine claims handling — disputed and complex files stay human
Before: low-value, well-documented claims wait behind complex files because the same clerk opens every notification. After: industry studies (McKinsey, Accenture, 2023) put 35–55% of routine claims activity within reach — the straight-through door stays narrow and every hold-back is logged.
McKinsey “Insurance 2030” (2023) puts 50–60% of claims activities as automatable; Accenture (2023) reports 40–50% shorter cycle time for standard claims with AI triage; the finance playbook uses 35–55%. An industry range for routine claims, not our measurement and not a loss-ratio promise.
Your policy and claims systems stay — SAP, Oracle, FIS or the core you run. This is the same triage build as our claims-triage file, with the straight-through door added:
You set the limit; we do not.
Injury. Total loss. Coverage disputes. Fraud flags. The angry customer on the phone.
A straight-through door is only as safe as the rules behind it — a threshold set too high pays claims that should have been questioned, so we start narrow and widen it with your claims director. Photo assessment is a suggestion, not an estimate; a damaged photo or an unusual vehicle stops the file. If the claims core has no API, settlement is prepared as a draft your team confirms, not posted. Accenture’s 40–50% is cycle time for standard claims; complex files are not in it.
The path: free 60-second estimate → free 20-minute review → paid audit of this one process (€1.5–3K, typically two weeks) → pilot with your people in the loop (€10–20K, weeks, not quarters). No transformation programme. Prices are public, on the services page →
Scoped in the audit — the playbook has no estimate for this exact desk.
That depends on your volumes and wage costs — this page will not invent the number. The free 60-second estimate runs that calculation from your answers, with every multiplier sourced.
Not a named Aperanda client. Process file · Finance.
Short process file. Same build as its parent file; the playbook has no separate volume or benchmark for this desk.