Table of content
Overview
Zurich’s travel insurance business in Canada handles a high volume of claims, ranging from flight delays and cancellations to medical emergencies abroad. With increasing customer expectations around speed and clarity, Zurich wanted a way to shorten assessment times, reduce manual reviews, and deliver a smoother experience during stressful travel incidents.
Nolana partnered with Zurich to explore how AI could automate key parts of the FNOL and decisioning journey, helping both adjusters and customers get to outcomes faster.
Challenges
Zurich’s Canadian travel insurance team faced several recurring bottlenecks:
• Large volume of FNOL submissions, often with mixed-quality documents and unstructured information
• Manual claim review, slowing down payouts and increasing work for adjusters
• Case-by-case triage, leaving room for delays and inconsistent decisioning
• High customer expectations for transparency and faster service, especially during peak seasons or global travel disruptions
Zurich needed a solution that could plug into existing operations quickly, work with real claims data, and improve efficiency without compromising compliance or accuracy.
Nolana's Approach
We worked closely with Zurich’s innovation and claims teams to design a focused, practical AI workflow that could demonstrate value within weeks.
AI FNOL Intake
Nolana’s FNOL module captured customer details, documents, receipts, and narratives in a structured format. The AI extracted key data points automatically, reducing the manual time normally spent interpreting submissions.
Automated Triage & Categorisation
Each case was routed intelligently based on severity, type, policy details, and required follow-up. Adjusters only saw the claims that needed human oversight.
Document Review & Validation
The AI reviewed receipts, medical documents, itineraries, and travel confirmations to confirm eligibility and flag missing or inconsistent information.
Decision Support
The system generated a clear recommendation for the adjuster — approve, decline, request more information, or escalate — along with the reasoning and extracted evidence.
Customer Experience Layer
Customers received quicker responses, clearer next steps, and fewer back-and-forth exchanges during the claims process.
Outcomes
Faster Turnaround Times - AI reduced the time spent on initial review and triage from hours to minutes, especially for straightforward claims.
Higher Accuracy & Consistency - Automated document analysis ensured more reliable assessments and reduced decision variation.
Operational Efficiency - Adjusters were able to focus on complex or high-severity claims rather than routine paperwork.
Better Customer Satisfaction - Customers benefited from faster payouts, clearer updates, and far fewer delays.
Scalable Foundation - The workflow can now extend to other Zurich travel products and be adapted for medical, property, or motor claims across other regions.
Why it matters
Travel insurance claims often come at stressful moments - missed flights, emergencies abroad, lost baggage. Reducing friction, uncertainty, and wait times makes a meaningful difference for customers while strengthening operational resilience for the insurer.
With AI handling the heavy lifting, Zurich’s team can deliver a faster, more reassuring experience without increasing headcount or complexity.