Insurance
Corvus Mutual
First-notice-of-loss triage at a regional insurer
The bottleneck was first-notice-of-loss triage, not the assessment work downstream. Routing and severity scoring now sit with an agent, under a hard rule: anything below the confidence floor goes straight to a person.
128
hours returned monthly
2.9
months to payback
89
percent accuracy
94
exceptions a month
Corvus Mutual’s first-notice-of-loss queue was the actual bottleneck, not the assessment work that came after it. Claims sat unclassified for up to a day before anyone judged how urgent they were.
The confidence floor carried the whole design
Severity scoring was the part everyone was nervous about, so we flipped the usual approach around. Anything the agent scores below its confidence floor gets no classification at all; it goes straight to the duty handler, unlabelled. Nobody has to trust a black box’s judgement, only know when it is unsure.
Accuracy settled at eighty-nine percent, lower than we would like and lower than the wholesale deployment. Ninety-four claims a month still route by hand. The time saved is still large enough that payback lands under three months.