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.