Insurance Claims Triage Automation

A London-based commercial insurance broker reduced claims handling time by 68% in eight weeks by integrating Trovix AI triage directly into their existing claims management system.

The Challenge

The broker's claims team was manually triaging every incoming claim, routing it to the appropriate handler based on type, complexity and value. With 2,400 claims per month and a growing book of business, the manual triage process was the primary bottleneck. Average handling time was 4.2 days, with complex commercial claims frequently exceeding seven days. The FCA's Consumer Duty obligations required the broker to demonstrate consistent, fair outcomes — something that was difficult to evidence with a manual, inconsistent process.

The Trovix Approach

Trovix integrated an AI triage model directly into the broker's existing claims management platform. The model was trained on three years of historical claims data, learning to classify claim type, estimate complexity, extract key fields from FNOL documents, and route each claim to the correct handler queue — all within seconds of receipt.

Crucially, the system was deployed inside the broker's own infrastructure. No claims data left their environment. Every AI-assisted routing decision was logged with a confidence score and a full audit trail, satisfying FCA Consumer Duty documentation requirements from day one.

Technical Architecture

Outcome

Average handling time fell from 4.2 days to 1.3 days within eight weeks of production deployment. The claims team redirected the time saved from manual triage to complex claim handling, reducing escalations by 31%. FCA Consumer Duty audit evidence is now generated automatically for every claim.