Insurance — Lloyd’s managing agent
Value in weeks
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How a leading Lloyd’s managing agent used Nolana to consolidate a fragmented claims infrastructure, automate the actioning of dormant claims, and free handlers to focus on high-value decisions — without adding headcount.
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Insurance — Lloyd’s managing agent
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The situation: handlers acting as the manual integration layer.
A leading tier-one insurer handles a complex portfolio of claims that requires navigating a highly fragmented market infrastructure. Critical information sits scattered across disconnected platforms — ECF (Electronic Claim File), SCM messages (Syndicate Claim Messages), and internal claims databases — forcing handlers to act as the manual integration layer just to establish a single claim’s status.
Under growing pressure to accelerate closures and manage financial exposure, the managing agent wanted to eliminate tedious data-retrieval chores, streamline the review of dormant claims, and reduce reserve and IBNR liabilities. Nolana partnered with this leading Lloyd’s insurer to explore how intelligent automation and AI decision-support could transform the end-to-end claims handling journey — helping handlers and customers reach closing outcomes faster.
The recurring bottlenecks
Heavy manual effort to split, assign, and distribute statics reports before reviews even begin.
Manual cross-referencing across multiple disconnected systems, with no consolidated view of claim status.
Manual broker correspondence and tracking via a shared inbox, leading to missed follow-ups.
Dormant claims directly inflating financial reserves and increasing IBNR exposure.
They needed a solution that could establish a consolidated cross-system view, eliminate manual cross-referencing, and automate the actioning of dormant claims to reduce reserve exposure without adding headcount.
80%+
Reduction in claim handler identification and assignment time.
50%+
Reduction in time spent per individual claim review.
50%+
Reduction in broker message write-up time, with full auditability.
What we shipped — and what changed for handlers.
We worked closely with the managing agent’s claims teams to design a focused, practical AI workflow that could demonstrate value within weeks. Four modules now sit alongside the existing core:
Statics report ingestion & handler assignment — automatically ingests the Statics CSV, categorizes claims by business unit, and matches them to the responsible handler, replacing the legacy manual filtering and spreadsheet distribution process.
Cross-system status consolidation — for each dormant claim, automatically retrieves and consolidates status updates across OpenBox, Workstation, and ECF into a single unified view, eliminating manual cross-referencing across screens.
Automated broker chase & tracking — when a follow-up is required, drafts and sends the broker message automatically, logs the interaction to the core claim file, and maps incoming broker responses with minimal manual intervention.
Decision support & automated closing — analyzes deep claim history, reserve levels, ECF status, and historical updates to generate a clear recommendation — chase, extend, or close — with a supporting rationale for the handler to review and approve.
Faster triage & assignment — an 80%+ reduction in claim handler identification and assignment time, shifting the statics team from data processing to oversight.
Streamlined claim reviews — a 50%+ reduction in time spent per individual claim review by consolidating disconnected platforms into a single view.
Reduced administrative friction — automated broker chasing and response tracking cut message write-up time 50%+, with full auditability and no manual overhead.
Higher consistency & strategic closure — a consistent closing rationale across handlers, accelerating average time to close and delivering a measurable reduction in reserve exposure.
Why it matters
Dormant claims trap vital financial capital and increase IBNR exposure that compounds the longer a claim sits open. Eliminating manual cross-referencing, administrative gaps, and multi-system review delays makes a meaningful difference in reducing financial liability while strengthening operational resilience for the managing agent.
With AI handling the heavy lifting of data retrieval, ingestion, and chase tracking, Travelers’ team can shift from data processing to high-value decision-making — accelerating claim closures without increasing headcount or operational complexity.
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