A major UK motor insurance provider partnered with EvoluteIQ to modernize its claims operations by deploying an Agentic Automation solution to handle high‑volume email triage and streamline communication across 900+ garages. The initiative significantly reduced manual handling, improved operational turnaround times, and established an intelligent, scalable framework for end-to-end claims coordination.
The Results
91%
Reduction in manual email triage, freeing handler capacity
97%
Improvement in associate productivity
90%
Reduction in delays through automated status checks & intelligent reminders
O1
The Challenge:
High Volume Claims Emails & Manual Garage Coordination Slowing Operations.
The insurer faced multiple operational hurdles:
- Over 20,000 inbound claims emails per month requiring manual triage and workgroup routing
- Incomplete & inconsistent information resulting in rework and delays
- Cluttered inboxes affecting handler productivity
- Manual, telephone‑based follow‑ups across 900+ garages, causing delays & missed updates
- Lack of visibility into claim milestones, leading to inconsistent customer experiences
O2
EIQ Solution:
AI Driven Email Triage + Intelligent Garage Communications with Agentic Automation
EvoluteIQ deployed an end-to-end EIQ Agentic Automation platform that transformed both email triage and garage coordination:
1. Automated Claims Email Triage
- AI agents ingest emails from polled & non-polled inboxes
- The workflow reads the email body and processes attachments using an IDP solution.
- Intent Detection & Claim Mapping Agents classify emails and link to claims
- Information Validator checks data completeness, triggering HITL (Human-in-loop) review if needed
- Summarizer Agent creates concise claim summaries
- Automated routing to correct workgroups with audit logs
2. Garage Communication Transformation
- Workflow based case management replaces manual call-based coordination
- Daily automated status checks with garages improve milestone adherence
- Context aware reminders reduce bottlenecks
- Centralized workbench providing real-time visibility across 900+ garages
- Feedback loops continuously refine agent performance & decision quality
