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How can insurers modernize claims without replacing their core systems?
A North American carrier handling tens of thousands of personal and commercial property claims each year found themselves struggling with an increasingly complex operational landscape. Adjusters were overwhelmed by PDFs, invoices, weather reports, email attachments and free-text explanations arriving through fragmented FNOL channels - digital forms, emails, call centre transcripts, and documents uploaded through customer portals. Every claim required manual intake, peril validation, coverage checks and vendor invoice review, slowing cycle times, reducing accuracy and increasing cost per claim.
The insurer had explored or used traditional platforms such as Guidewire, Duck Creek and Insursoft, as well as newer AI competitors including Liberate and workflow tools around the Snapsheet ecosystem. Each option came with limitations: extensive configuration, rigid integrations or siloed automation that could not unify the end-to-end FNOL-to-resolution journey. What the team needed was not a replacement system but an AI-native orchestration layer - something that could sit on top of their existing environment and automate high-frequency, document-heavy work without disrupting established processes.
The insurer’s goals were clear: dramatically shorten cycle times, particularly for low-complexity FNOL; improve accuracy in peril validation, weather confirmation and fraud detection; reduce the manual review of receipts, invoices and supporting evidence; and free up adjusters to focus on customers rather than administrative tasks. They also wanted a consistent, channel-agnostic claims experience and a way to strengthen communication with policyholders. Their challenge was finding a solution that unified these elements while integrating seamlessly with systems like Guidewire, Duck Creek, Snapsheet and Insursoft.
Transforming claims through an agentic AI OS
The insurer partnered with Nolana to introduce a unified, event-driven AI OS that connects all intake channels - digital claims forms, chat, email, customer service, voice claims and existing core systems. Instead of stitching together different tools for claims intake, document analysis and adjuster support, Nolana provided a single orchestration layer designed specifically for the realities of modern insurance operations.
AI Claims Intake became the front door for every claim. Whether a customer submitted a digital form, sent an email with attachments or filed a voice claim through an AI voice agent, all information flowed into the same AI-powered intake engine. The system extracted structured data from receipts, invoices, medical documents, photos and PDFs, matched perils, performed weather validations and identified potential fraud indicators - dramatically reducing the amount of manual triage required.
The SOP & Decisioning Engine then converted the insurer’s coverage rules and procedures into clear, governed workflows. It automatically detected missing information, validated coverage requirements, analysed the document set and produced consistent, explainable recommendations. All decisions were fully auditable, and adjusters could review, approve or override them with complete transparency.
Advisor Assist brought the operational uplift directly into the adjuster’s workflow. Instead of juggling multiple screens or navigating different systems, adjusters could see customer details, documents, policy data and recommended next actions all in one place. The AI Assistant connected directly into the insurer’s Guidewire, Duck Creek, Insursoft and Snapsheet APIs, pulling relevant information in real time and helping adjusters make more accurate decisions without switching systems. It also performed automated checks on contractor invoices and supporting evidence, enabling fast and reliable validation of reasonableness.
All of this was tied together through an omnichannel orchestration layer that maintained consistent data lineage across every system and channel. Whether a claim started via voice, email or digital FNOL, the claim journey remained unified. Adjusters could pick up anywhere in the process, and customers experienced clear, consistent communication throughout.
While vendors like Liberate focus on reasoning agents and Snapsheet excels at parts of the workflow, Nolana differentiated itself by delivering a single AI-native OS for the entire claims journey — one that augmented adjusters without requiring a costly rip-and-replace of core systems.
Driving faster decisions, stronger customer relationships and a modern claims operation
Within weeks of deployment, the insurer saw measurable and sustained impact. More than 70% of claim documents were automatically extracted and interpreted, enabling cycle times for low-complexity claims to shrink by up to 50×. The reduction in manual work lowered operational costs, while automated peril validation, weather checks and fraud detection improved decision accuracy. Customers benefited from quicker responses and more transparent communication, and adjusters were able to focus on empathy, clarity and problem solving instead of administrative chores.
Because the Nolana OS sat on top of Guidewire, Duck Creek, Snapsheet and Insursoft, the insurer avoided the expense and risk of a core system replacement. Instead, automation was layered across their existing stack, creating measurable value without disruption. The operational improvements also strengthened the insurer’s broader digital transformation roadmap, paving the way for more advanced automation in areas such as CAT workflows, commercial property claims and omnichannel customer service.
Most importantly, adjusters regained the ability to spend time where it mattered — supporting customers, resolving issues and building trust — while the AI handled the heavy lifting silently in the background. The result was a future-ready claims operation that combined human expertise with AI-native automation, setting a new benchmark for efficiency, accuracy and customer experience in the insurance industry.