A call at nine, photos at ten, two half-claims

The question this file answersWhen a customer reports a loss and sends photos an hour later, how many times do my people type the same incident?

Fits: insurers and brokers where claims and policy changes still arrive by email.

Typical day

What the desk looks like today

Typical, from the finance playbook: hundreds to thousands of claims a month, by line of business. Notification arrives by phone, portal or email; photos follow separately; a clerk keys both into the claims system, hoping they describe one incident. It hurts when they arrive faster than anyone can key them.

What changes

What Monday looks like after

When the adjuster picks up the phone to call the customer back, the file already exists — notification, photos, cover check — and the call is about the loss, not about collecting details. Injury, total loss and anything grey still wait on a person before any payment.

Typical, not a measured client result. Every figure here comes from the playbook source named below.

~40–50%

shorter cycle on standard claims — Accenture (2023)

Before: first notification and photos are typed into the claims system separately. After: one file exists before the callback; Accenture (2023) puts standard-claim cycles 40–50% shorter, and grey files still wait on a person.

Where this number comes from

Accenture claims study (2023) reports 40–50% shorter cycle time on standard claims; McKinsey Insurance 2030 (2023) puts 50–60% of claims activities as automatable; the finance playbook range is 35–55%. First notification is the front of that same process. An industry range, not our measurement — grey files are outside it.

What we install

What we put in front of the systems you already run

Your claims system stays, whatever you run, and the portal and mailbox stay the front door. This is the front end of the same build as our claims triage:

the notification — form, email or call notes — is read and the claim fields extracted
photos and later attachments are matched to the same incident by policy, date and reference, and checked against the policy for cover
one claim file is created in the claims system, straight through only when the claim is in policy and under your threshold, otherwise routed to an adjuster with everything attached.

What stays human — and what this will not do

Injury. Total loss. Coverage disputes. Fraud. The angry customer.

What can go wrong — and what we do about it

Photos are matched to incidents by reference and date; a customer who sends photos with no policy number produces an orphan attachment; a person matches it rather than the system guessing. The Accenture range is about standard claims — injury, total loss, coverage disputes and suspected fraud are outside it, and the straight-through threshold is your decision, not ours.

What it costs to get there

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.

This is about you if…

Do notifications and photos still arrive separately and get keyed into the claims system by hand?
Is there a written threshold below which a simple in-policy claim may settle without an adjuster?

What does this mean in euros?

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.

Get your free savings estimate 60 seconds · no sales call Or write first → Map a finance process like this one — free, 60 seconds →

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.

All process files