Insurance
Caradoc Assurance
First-notice-of-loss triage for a regional insurer
The bottleneck was never the assessment; it was how long a claim sat unclassified beforehand. Severity scoring moved to an agent, under one fixed rule: anything under the confidence floor is routed to a person, not guessed at.
128
hours returned monthly
2.9
months to payback
89
percent accuracy
94
exceptions a month
At Caradoc Assurance, the real constraint was never the assessment work itself, it was what sat in front of it: a queue where a new claim could go untriaged for most of a working day before its urgency was even assessed.
Most of the gain came from one rule
Severity scoring was the part that made people uneasy, so we recommended flipping the usual logic. A claim that falls under the confidence floor receives no classification at all. It is escalated straight to the duty handler with no label attached. Nobody has to trust the model’s judgement, only its ability to flag its own uncertainty.
Accuracy came in at eighty-nine percent: below what we would have preferred, and below the wholesale case. Ninety-four claims a month are still handled manually. Even so, the time saved is enough to keep payback under three months.