Processes

Reads inbound first-notice-of-loss messages across email, phone transcripts, fax OCR, and portal submissions. Classifies line of business and loss type, estimates severity, suggests reserve, and recommends an assignee team. Routes to HITL when policy match is ambiguous, loss date is missing, severity is uncertain, or any bodily-injury / third-party indicator is present.

Extracts structured fields from carrier-issued policy declarations PDFs. Carrier-template aware (Travelers, Hartford, Liberty Mutual, Chubb, Beazley, AmTrust). Routes to HITL on illegible scans, low template-match confidence, or extracted endorsements that disagree with the document index.

Drafts replies to client emails, scoped to claims status updates, renewal quote delivery, intake scheduling, and routine policy questions. Routes to HITL on first-touch outbound, premium-increase explanations, coverage denials, and any draft scoring below the topic-sensitivity tone threshold.

Reads inbound submissions and recommends bind, decline, or refer based on carrier appetite rules. Routes to HITL whenever two or more appetite rules disagree, whenever revenue is within 15% of a cap, or whenever loss frequency is at the threshold.