# Nolana > Nolana is the Agentic AI Operating System for Insurance Operations. It deploys AI agents that automate the claims lifecycle — from First Notice of Loss (FNOL) through settlement — inside insurers' existing claims systems, while keeping human claim handlers in control of every decision. Built for insurers, MGAs, brokers, and Lloyd's & London Market participants. Claims are won or lost twice: in the first 48 hours, when customers form an opinion they'll rarely change, and in the weeks that follow, when manual processes and disconnected systems quietly stall progress. Nolana's AI agents address both by automating insurance operations end to end. Rather than replacing existing claims systems, Nolana orchestrates work across them. Its AI agents capture claims across email, voice, web forms, chat and call centres; understand documents and correspondence; assess coverage; triage and route claims; execute operational tasks; and provide transparent recommendations with human approval. Every recommendation includes a complete audit trail and explainable reasoning. Reported customer outcomes include up to 50× faster claims cycle times, up to 30% higher handler throughput, and up to 5% lower loss ratios. Nolana is SOC 2 Type II and GDPR certified, with offices in London (1 Lime Street) and New York. Key terms used across the site: FNOL (First Notice of Loss) is the initial report that opens an insurance claim. An MGA (Managing General Agent) is a specialised intermediary with delegated underwriting authority from insurers. Bordereaux are periodic reports of claims or premiums exchanged between parties in delegated-authority arrangements. ECF (Electronic Claims File) is the London Market's shared electronic claims system. Why Nolana: agentic AI built specifically for insurance operations; works with existing claims systems rather than replacing them; human claim handlers remain in control of every decision; transparent reasoning and complete audit trails; automates the entire claims lifecycle from FNOL through settlement. ## Platform - [Agentic AI Platform for Insurance Operations](https://nolana.com/agentic-ai-platform-for-insurance-operations): Platform overview — cross-channel communication, task execution, analysis and decisioning, custom agent builder, observability, and human-in-the-loop approval gates ## Solutions - [AI for Insurers & MGAs](https://nolana.com/ai-for-insurers-and-mgas): AI agents automating the full claims lifecycle for insurance carriers and MGAs, from FNOL intake through settlement - [AI Claims Triage](https://nolana.com/ai-for-insurers-and-mgas/ai-claims-triage): Automated claim intake and assessment that scores severity, complexity and risk, then routes each claim to the right handler instantly - [FNOL Automation](https://nolana.com/ai-for-insurers-and-mgas/fnol-automation): Multi-channel First Notice of Loss capture, structuring and triage in seconds instead of days - [MGA Claims Software](https://nolana.com/ai-for-insurers-and-mgas/mga-claims-software): Claims software for Managing General Agents automating intake, document processing and lifecycle management - [AI for Lloyd's & London Market Insurers](https://nolana.com/ai-for-lloyds-and-london-market-insurers): Automation of broker emails, ECF messages and claims lifecycle management for the London Market - [Dormant Claims Automation](https://nolana.com/ai-for-lloyds-and-london-market-insurers/dormant-claims-automation): Identifies stalled claims, diagnoses why they've stalled, generates broker chasers and routes them to the right handler - [Delegated Authority Claims](https://nolana.com/ai-for-lloyds-and-london-market-insurers/delegated-authority-claims): Ingests bordereaux, checks claims against authority thresholds, and approves, rejects or escalates exceptions - [Bordereaux Automation](https://nolana.com/ai-for-lloyds-and-london-market-insurers/bordereaux-automation): Automated ingestion, validation and processing of bordereaux reports - [London Market Insurance Software](https://nolana.com/ai-for-lloyds-and-london-market-insurers/london-market-insurance-software): AI claims management built for the Lloyd's and London insurance market - [AI for Lloyd's & London Market Brokers](https://nolana.com/ai-for-lloyds-and-london-market-brokers): Claims automation for London Market broking teams, including FNOL intake and market correspondence - [AI for Policyholder Support](https://nolana.com/ai-for-policyholder-support): AI-powered policyholder communication and support across the claims journey ## Case Studies - [Lloyd's Dormant Claims Management](https://nolana.com/case-studies/ai-dormant-claims-automation): How a Lloyd's managing agent automated dormant claims processing to free handlers for high-value decisions - [London Market Broker FNOL Intake](https://nolana.com/case-studies/ai-fnol-intake-automation): A Lloyd's broker collapsed a 30-minute, triple-rekeyed FNOL process into a sub-five-minute pipeline - [Zurich Travel Insurance Claims](https://nolana.com/case-studies/zurich-ai-claims-automation): AI automation of travel insurance claims processing with Zurich ## Company - [About Nolana](https://nolana.com/company): Mission, team background (Amazon, Google, Intel and Nvidia alumni), investors and office locations - [Trust Center](https://trust.nolana.com/): Security and compliance documentation, including SOC 2 Type II and GDPR certifications - [Service Status](https://status.nolana.com/): Real-time platform availability and incident history ## News - [Insights](https://nolana.com/insights): Company news and announcements, including the Zurich and Deloitte pilots, Lloyd's Lab Cohort 16, AWS Partner Network membership, Google Gemini Startup Forum selection, Innovate UK grant, and security certifications - [Tier-1 Global Insurer & Brokerage Deployment](https://nolana.com/insights/nolana-deploys-enterprise-grade-ai-agents-with-tier-1-global-insurer-and-brokerage): Enterprise deployment of Nolana's AI agents with a tier-1 global insurer and brokerage - [Lloyd's Lab Cohort 16](https://nolana.com/insights/nolana-ai-selected-for-lloyds-lab-cohort-16-to-improve-operational-efficiency-in-specialty-insurance): Selection for Lloyd's Lab to improve operational efficiency in specialty insurance - [SOC 2 Type II & GDPR Certifications](https://nolana.com/insights/nolana-achieves-soc-2-type-ll-and-gdpr-certifications-to-deliver-enterprise-grade-security): Enterprise-grade security certification announcement ## Optional - [Articles](https://nolana.com/articles): Educational library on insurance and AI topics — claims automation, FNOL, MGAs, agentic AI, workflow automation and insurance technology vendors - [What is Agentic AI](https://nolana.com/articles/what-is-agentic-ai): Explainer on agentic AI and how it differs from traditional automation - [AI Insurance Claims Processing](https://nolana.com/articles/ai-insurance-claims-processing): Guide to AI-driven claims processing - [Automating Insurance Claims Processing](https://nolana.com/articles/automating-insurance-claims-processing): Overview of claims process automation approaches - [Changelog](https://nolana.com/changelog): Product release notes - [Privacy Policy](https://nolana.com/privacy-statement): Privacy statement - [Terms & Conditions](https://nolana.com/terms-of-service): Terms of service - [Book a Demo](https://calendly.com/d/cykk-tnk-92d/nolana-demo): Schedule a product demo --- Source: https://nolana.com/ # AI for Insurance Claims | Nolana > Nolana provides AI agents that automate insurance claims workflows from first notice of loss to settlement — speeding cycle times, boosting handler throughput, and lowering loss ratios while keeping humans in control. ## A new claims standard for you and your customers Nolana's AI agents help insurers make more accurate claims decisions, optimise outcomes, and shorten cycle times. ## The Problem Claims costs are rising, while claims operations remain heavily manual. Handlers are bogged down processing documents, rekeying data, and chasing updates. Nolana's AI agents change that. ## Core Products Nolana's AI agents automate insurance claims workflows from first notice of loss to settlement while keeping handlers in control. ### //_01 AI FNOL intake and triage Captures claims, requests missing information, assesses coverage, and routes to the right team. ### //_02 Claims document processing Processes documents and communications to reduce manual data entry and keep claims moving. ### //_03 Claims lifecycle management Monitors claim progress, identifies dormant claims, automates follow-ups, and recommends actions. ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Supported Lines Nolana helps insurers handle claims across multiple lines — from property and car to specialty and reinsurance. ### //_01 Property Commercial and residential property claims, including fire, water, weather, and catastrophes. ### //_02 Specialty Manages complex specialty claims such as marine, aviation, energy, and construction. ### //_03 Liability Supports general, professional, employer, and product liability claims involving multiple parties. ### //_04 Car Processes vehicle claims including accidents, liability, and repair status. ### //_05 Reinsurance Handles multi-insurer claims and large documentation sets across workflows. ### //_06 Travel Supports travel insurance claims including cancellations, delays, and emergency incidents. ## Featured Workflow: FNOL Intake Every claim starts with a first notice of loss — Nolana makes intake effortless and keeps policyholders informed. ### Process Steps 1. Adaptive AI FNOL intake that adapts to policyholder input 2. Automates coverage evaluation 3. Routes the claim to the right team and recommends next actions 4. Automatically updates existing systems **Supported Channels:** Email, AI Voice, Web Form, Live Chat, Call Center **Key Functions:** - Intake: Automatically request missing information - Document validation: Auto context check for relevancy and timelines - Triage: Auto transfer to the right claim handler - Update third-party systems: Seamless API synchronization ## Featured Workflows: Lloyd's & London Market Nolana automates claims lifecycle workflows so Lloyd's and London market insurers can move claims faster and be on top of their portfolios. ### Delegated Authority Triage Extract claim details from emails, check them against delegated authority thresholds, then auto approve, reject, or escalate. **Results from 1,284 claims processed:** - Over limit: 517 (Created & updated in the existing claims system) - Under limit: 767 (Auto-emails coverholder within authority thresholds, no insurer submission needed) ### Keep claims moving with minimal human intervention Nolana identifies static claims, uncovers the reason they've stalled, and automatically routes them to the right handler with the next recommended action — reducing cycle times and freeing reserves. ## Integrations Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Our Agentic AI Platform A complete platform for building, running, and monitoring AI agents across your insurance operations. ### Platform Overview **Cross-Channel Communication** Reach policyholders and partners across email, voice, web, and chat. **Task Execution** Automate routine and complex claims tasks end-to-end. **Analysis & Decisioning** Process documents and make data-driven claim decisions. **Custom Agent Builder** Build custom agents for your specific workflows and requirements. ## AI Observability Monitor AI performance, track decisions, and maintain full visibility into every interaction. - Full decision audit trail - Transparent reasoning - Real-time decision tracking - Compliance-ready records - Human-in-the-loop gateways before AI actions ## Enterprise Security Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. ### //_01 SSO support Secure access with enterprise SSO integration across your organization. ### //_02 Flexible deployment Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. ### //_03 Enterprise security & SOC 2 Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process. That approach really resonates, especially with the need to keep humans in the loop." — Group Head of Digital R&D, Zurich Insurance --- Source: https://nolana.com/agentic-ai-platform-for-insurance-operations # Agentic AI Platform for Insurance Operations | Nolana > Nolana's enterprise-grade agentic AI platform automates complex insurance workflows — claims analysis, communications, task execution, and custom agent building — while keeping humans in control. ## Enterprise-grade agentic AI platform built for insurance operations. Automate complex real-world workflows while keeping humans in control. Purpose-built for insurance operations. ## Our insurance AI agents. Purpose-built for every step of the claims lifecycle — claims analysis & decisioning, communications, task execution, and a builder for your own workflows. ### Claims Analysis & Triage Automated triage, coverage analysis, and recommended settlements grounded in your policy documents. ### Communications Agents that draft and send claimant updates, follow-ups, and document requests in your brand voice. ### Task Execution Move claims through stages, update systems of record, and trigger downstream workflows. ### Custom AI Agent Builder Build your own agents on top of the Nolana platform — trained on your policies, SOPs, and business logic. ## AI agent & SOP builder. Configure agents around your own workflows, policies, and rules. Define standard-operating-procedure for analysis, communications, and task execution — then deploy them across your operations. The builder includes: - Instructions - Knowledge - Tools - Human-in-the-loop controls - Integrations - Agent configuration ## Right model for every task. Or use your own. Specialized models per task and language — or plug in your corporate-approved LLM. - Specialized model per task - Specialized model per language - Bring your own corporate-approved model ## Capture claims from any channel, automatically. Email, text, voice, digital forms, and APIs — all unified into a single workflow. ### Email AI-drafted replies, attachments, threading. ### Text Chatbot Embeddable web chat with FNOL flows. ### Voice Chatbot Natural-sounding AI voice agent for inbound calls. ### FNOL Portal Branded FNOL portals and intake forms. ### API Plugs into existing intake infrastructure. ## Train every agent on what your team knows. Add a knowledge base to each agent and train it using documents, links, chat instructions, or by connecting it to the right data sources. Policy documents, claims handbooks, internal SOPs, and live data — all become part of the agent's context. ## Govern every agent. Track emerging patterns. Explicit rules, confidence thresholds, chain-of-thought trails, and human-in-the-loop approval gates — so every AI action is accurate, predictable, and auditable. ## Maintain full visibility into every interaction. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Resolve policyholder queries autonomously with voice AI. A 24/7 voice agent that holds natural conversations, connects to your core systems, and escalates to a human advisor with full context when needed — so every caller gets a fast, accurate answer. - Seamless handoff - 24/7 coverage - System integrations ## Make every policyholder support advisor your best advisor. Surface customer context from across separate systems, recommend scripts, and perform one-click actions — so every advisor performs like your best one. - Customer snapshot - Recommended script - Action planner - Sentiment ## Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. ### SSO support Secure access with enterprise SSO integration across your organization. ### Flexible deployment Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. ### Enterprise security & SOC 2 Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. ## Enterprise AI Platform AI agents that work inside the systems you already have — so claims move faster, and handlers stay in control. --- Source: https://nolana.com/ai-for-insurers-and-mgas # AI for Insurers and MGAs | Nolana > Nolana's AI agents automate the claims lifecycle for insurers and MGAs — from FNOL intake and document validation through fraud alerts, adjuster coordination, communications, subrogation, and reporting — while keeping humans in control. ## From intake to settlement AI that keeps claims moving. Nolana helps insurers and MGAs automate first notice of loss, policy validation, document processing, and customer communications - reducing manual administration across the claims lifecycle, while keeping humans in control. ## The Problem Claims costs are rising, while insurers and MGAs continue to rely on heavily manual claims operations. Handlers are bogged down processing documents, rekeying data, and chasing updates. Nolana's AI agents change that. ## FNOL Intake & Routing ### Capture every claim, from any channel. Customers file how they want. Nolana captures the claim, asks for what's missing, and validates documents before a human gets involved. **Key capabilities:** - Adaptive FNOL intake that changes as the claim is filed - Asks for missing information and corrections automatically - Validates that the correct documents have been provided - Routes the claim to the right queue and handler and flags severity - Automatically updates claim file with newly provided information **Supported channels:** Email, AI voice, Web Form, Live Chat, Call center **Platform functions:** - Intake: Automatically request missing information - Document validation: Auto context check for relevancy and timelines - Triage: Auto transfer to the right claim handler - Update third-party systems: Seamless API synchronization ## Supported Lines Nolana helps insurers handle claims across multiple lines: - **Property:** Residential and commercial property claims including fire, water, weather, and catastrophes. - **Specialty:** Manages complex specialty claims such as marine, aviation, energy, and construction. - **Liability:** Supports general, professional, employer, and product liability claims involving multiple parties. - **Car:** Processes vehicle claims including accidents, liability, and repair status. - **Reinsurance:** Handles multi-insurer claims and large documentation sets across workflows. - **Travel:** Supports travel insurance claims including cancellations, delays, and emergency incidents. ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Platform Overview ### AI reads the claim. Surfaces the recommendation. - **Document understanding:** Parses documents, receipts, photos, and adjuster reports — extracts what matters automatically. - **Coverage analysis:** Cross-references claim details against the policy and surfaces coverage matches and gaps. - **Data enrichment:** Auto-enriches claims data using similar historical cases, online databases, and telemetrics. ## Fraud & Risk Alerts ### Catch fraud, duplicate claims, large losses, and sanctions — automatically. Identify high-risk claims before they become costly problems. Our platform continuously reviews claims activity to automatically detect potential fraud, duplicate submissions, sanctions exposure, and large-loss events. By analyzing claim information, supporting documents, communications, and historical data in real time, it helps claims teams focus their attention where it matters most. **Alert types:** - Image forensics - Duplicate detection - Sanctions screening - Large-loss flags ## Adjuster Workflow ### Select the right adjuster. Book the visit. Ingest the report. Nolana matches each claim to the right loss adjuster or expert from your panel, coordinates the inspection, and ingests their report straight into the claim file — no manual data entry. **Key capabilities:** - Expert matching based on claim type, geography, and capacity - Automated scheduling and booking - Report ingestion and data extraction - Report findings linked to the claim record ## Communications ### Keep policyholders informed — automatically. Nolana drafts and sends status updates, document requests, and settlement notifications in your brand voice. Every message is logged, every reply is routed. **Capabilities:** - AI-drafted status updates and document requests - Multi-channel delivery: email, voice, SMS, WhatsApp - Reply routing and inbox unification - Brand voice and tone configuration ## Subrogation & Salvage ### Recover what's recoverable. Nolana flags claims with subrogation potential, estimates salvage value, and routes recovery cases to the right team — so nothing recoverable gets missed due to delayed action. **Key features:** - Recovery likelihood estimation - Data enrichment with historical outcomes and legal precedent - 3rd-party liability assessment - Generate personalized communications and automate follow-ups ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. Reports from structured or unstructured data. **Dashboard metrics:** - **Cycle times:** From FNOL to settlement, by line, stage, and handler. - **Reserve accuracy:** Dormant claims detection and resolution. - **Alert rates:** Flagged fraud, sanctions, and large loss alerts. - **Decision quality:** Decision accuracy, reserve consistency, and cleaner triage. ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Observability ### Maintain full visibility into every AI action Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, owned and controlled by you. **Capabilities:** - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. **Security features:** - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-insurers-and-mgas/ai-claims-triage # AI Claims Triage | Nolana > Nolana's AI claims triage scores every claim for severity, complexity, and risk at intake and routes it to the right handler instantly, cutting the manual review time that consumes 40% of claims teams' days. ## AI claims triage that puts the right claim on the right desk, instantly Most claims don't need your best adjuster. A few urgently do. Nolana's AI agents tell the difference at intake — scoring severity, complexity and risk, and routing every claim. ## The Problem Claims teams spend 40% of their time manually reviewing emails, documents and multiple systems before they can assess and route a claim. This slows decision-making, increases costs and creates inconsistent outcomes. ## FNOL Intake & Routing ### Capture every claim, from any channel. Customers file how they want. Nolana captures the claim, asks for what's missing, and validates documents before a human gets involved. **Key capabilities:** 1. Adaptive FNOL intake that changes as the claim is filed 2. Asks for missing information and corrections automatically 3. Validates that the correct documents have been provided 4. Routes the claim to the right queue and handler and flags severity 5. Automatically update claim file with newly provided information **Supported channels:** Email, AI voice, Web Form, Live Chat, Call center **Processing steps:** - Intake: Automatically request missing information - Document validation: Auto context check for relevancy and timelines - Triage: Auto transfer to the right claim handler - Update third-party systems: Seamless API synchronization ## Platform Overview ### AI reads the claim. Surfaces the recommendation. - **Document understanding:** Parses documents, receipts, photos, and adjuster reports — extracts what matters automatically. - **Coverage analysis:** Cross-references claim details against the policy and surfaces coverage matches and gaps. - **Data enrichment:** Auto-enriches claims data using similar historical cases, online databases, and telemetrics. ## Communications ### Keep policyholders informed — automatically. Nolana drafts and sends status updates, document requests, and settlement notifications in your brand voice. Every message is logged, every reply is routed. **Features:** - AI-drafted status updates and document requests - Multi-channel delivery: email, voice, SMS, WhatsApp - Reply routing and inbox unification - Brand voice and tone configuration ## Supported Lines Nolana helps insurers handle claims across multiple lines — from property and car to specialty and reinsurance. - **Property:** Residential and commercial property claims including fire, water, weather, and catastrophes. - **Specialty:** Manages complex specialty claims such as marine, aviation, energy, and construction. - **Liability:** Supports general, professional, employer, and product liability claims involving multiple parties. - **Car:** Processes vehicle claims including accidents, liability, and repair status. - **Reinsurance:** Handles multi-insurer claims and large documentation sets across workflows. - **Travel:** Supports travel insurance claims including cancellations, delays, and emergency incidents. ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Our Results ### The numbers speak, faster cycle times, lower loss ratio. - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Quote "What I like about it is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process. That approach really resonates, especially with the need to keep humans in the loop." — Group Head of Digital R&D, Zurich Insurance ## Observability ### Maintain full visibility into every AI action Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, owned and controlled by you. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-insurers-and-mgas/fnol-automation # FNOL Automation Software — AI First Notice of Loss > Nolana's AI agents take first notice of loss from any channel — email, portal, broker, or phone transcript — then structure it, open the claim, and triage it automatically, replacing the manual extraction and rekeying that slows FNOL today. ## The first 48h of a claim decide whether a policyholder is won or lost Nolana's AI agents take first notice of loss from any channel — email, portal, broker, phone transcript — structure it, open the claim, and triage it before a handler would have finished reading the email. ## The Problem First Notice of Loss is still heavily manual. Claims teams spend valuable time extracting information from emails and documents, rekeying data into multiple systems and chasing missing details before a claim can even begin. ## FNOL Intake & Routing ### Capture every claim, from any channel. Customers file how they want. Nolana captures the claim, asks for what's missing, and validates documents before a human gets involved. **Key capabilities:** 1. Adaptive FNOL intake that changes as the claim is filed 2. Asks for missing information and corrections automatically 3. Validates that the correct documents have been provided 4. Routes the claim to the right queue and handler and flags severity 5. Automatically update claim file with newly provided information **Supported channels:** Email, AI voice, Web Form, Live Chat, Call center **Processing steps:** - Intake: Automatically request missing information - Document validation: Auto context check for relevancy and timelines - Triage: Auto transfer to the right claim handler - Update third-party systems: Seamless API synchronization ## Supported Lines Nolana helps insurers handle claims across multiple lines: - **Property:** Residential and commercial property claims including fire, water, weather, and catastrophes. - **Specialty:** Manages complex specialty claims such as marine, aviation, energy, and construction. - **Liability:** Supports general, professional, employer, and product liability claims involving multiple parties. - **Car:** Processes vehicle claims including accidents, liability, and repair status. - **Reinsurance:** Handles multi-insurer claims and large documentation sets across workflows. - **Travel:** Supports travel insurance claims including cancellations, delays, and emergency incidents. ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Fraud & Risk Alerts ### Catch fraud, duplicate claims, large losses, and sanctions — automatically. Identify high-risk claims before they become costly problems. Our platform continuously reviews claims activity to automatically detect potential fraud, duplicate submissions, sanctions exposure, and large-loss events. By analyzing claim information, supporting documents, communications, and historical data in real time, it helps claims teams focus their attention where it matters most. **Detection capabilities:** - Image forensics - Duplicate detection - Sanctions screening - Large-loss flags ## Communications ### Keep policyholders informed — automatically. Nolana drafts and sends status updates, document requests, and settlement notifications in your brand voice. Every message is logged, every reply is routed. **Features:** - AI-drafted status updates and document requests - Multi-channel delivery: email, voice, SMS, WhatsApp - Reply routing and inbox unification - Brand voice and tone configuration ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. Reports from structured or unstructured data. **Key metrics:** - **Cycle times:** From FNOL to settlement, by line, stage, and handler. - **Reserve accuracy:** Dormant claims detection and resolution. - **Alert rates:** Flagged fraud, sanctions, and large loss alerts. - **Decision quality:** Decision accuracy, reserve consistency, and cleaner triage. ## Our Results ### The numbers speak, faster cycle times, lower loss ratio. - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process. That approach really resonates, especially with the need to keep humans in the loop." — Group Head of Digital R&D, Zurich Insurance ## Observability ### Maintain full visibility into every AI action Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, owned and controlled by you. **Capabilities:** - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. **Features:** - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-insurers-and-mgas/mga-claims-software # MGA Claims Software | Nolana > Nolana's AI agents automate intake, documents, and lifecycle admin so a lean MGA claims team can deliver carrier-grade service with the clean data capacity providers want to see at renewal. ## Claims software that turns your MGA's claims desk into a growth engine Nolana's AI agents automate intake, documents and lifecycle admin so a lean claims team delivers carrier-grade service with the clean data your capacity providers want to see at renewal. ## The Problem Many MGAs still manage claims across emails, spreadsheets and disconnected systems. Manual processes slow claim handling, increase operational costs and make it difficult to scale efficiently. ## FNOL Intake & Routing ### Capture every claim, from any channel. Customers file how they want. Nolana captures the claim, asks for what's missing, and validates documents before a human gets involved. **Key features:** - Adaptive FNOL intake that changes as the claim is filed - Asks for missing information and corrections automatically - Validates that the correct documents have been provided - Routes the claim to the right queue and handler and flags severity - Automatically update claim file with newly provided information **Supported channels:** Email, AI voice, Web Form, Live Chat, Call center **Capabilities:** - Intake: Automatically request missing information - Document validation: Auto context check for relevancy and timelines - Triage: Auto transfer to the right claim handler - Update third-party systems: Seamless API synchronization ## Supported Lines Nolana helps MGAs handle claims across multiple lines: - **Property:** Residential and commercial property claims including fire, water, weather, and catastrophes. - **Specialty:** Manages complex specialty claims such as marine, aviation, energy, and construction. - **Liability:** Supports general, professional, employer, and product liability claims involving multiple parties. - **Car:** Processes vehicle claims including accidents, liability, and repair status. - **Reinsurance:** Handles multi-insurer claims and large documentation sets across workflows. - **Travel:** Supports travel insurance claims including cancellations, delays, and emergency incidents. ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Platform Overview ### AI reads the claim. Surfaces the recommendation. - **Document understanding:** Parses documents, receipts, photos, and adjuster reports — extracts what matters automatically. - **Coverage analysis:** Cross-references claim details against the policy and surfaces coverage matches and gaps. - **Data enrichment:** Auto-enriches claims data using similar historical cases, online databases, and telemetrics. ## Fraud & Risk Alerts ### Catch fraud, duplicate claims, large losses, and sanctions — automatically. Identify high-risk claims before they become costly problems. Our platform continuously reviews claims activity to automatically detect potential fraud, duplicate submissions, sanctions exposure, and large-loss events. By analyzing claim information, supporting documents, communications, and historical data in real time, it helps claims teams focus their attention where it matters most. **Detection capabilities:** - Image forensics - Duplicate detection - Sanctions screening - Large-loss flags ## Adjuster Workflow ### Select the right adjuster. Book the visit. Ingest the report. Nolana matches each claim to the right loss adjuster or expert from your panel, coordinates the inspection, and ingests their report straight into the claim file — no manual data entry. **Features:** - Expert matching based on claim type, geography, and capacity - Automated scheduling and booking - Report ingestion and data extraction - Report findings linked to the claim record ## Communications ### Keep policyholders informed — automatically. Nolana drafts and sends status updates, document requests, and settlement notifications in your brand voice. Every message is logged, every reply is routed. **Capabilities:** - AI-drafted status updates and document requests - Multi-channel delivery: email, voice, SMS, WhatsApp - Reply routing and inbox unification - Brand voice and tone configuration ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. Reports from structured or unstructured data. **Metrics include:** - **Cycle times:** From FNOL to settlement, by line, stage, and handler. - **Reserve accuracy:** Dormant claims detection and resolution. - **Alert rates:** Flagged fraud, sanctions, and large loss alerts. - **Decision quality:** Decision accuracy, reserve consistency, and cleaner triage. ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process." — Group Head of Digital R&D, Zurich Insurance ## Observability ### Maintain full visibility into every AI action Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, owned and controlled by you. **Features:** - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. **Features:** - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-lloyds-and-london-market-insurers # AI for Lloyd's & London Market Insurers > Nolana provides AI agents for Lloyd's and London market claims teams that process broker emails, ECF messages, and bordereaux, automate the claims lifecycle, triage delegated authority claims, and manage dormant claims — inside the systems insurers already use. ## AI that helps Lloyd's market insurers move claims faster. Nolana processes broker emails and ECF messages, automates claims lifecycle, triages delegated authority claims, and manages dormant claims — reducing cycle times and freeing handlers to focus on value-add decisions. ## The Problem Lloyd's and London market claims teams are under increasing pressure as claim costs rise and margins tighten. Manual processing of broker emails, ECF messages, and coverholder bordereaux continues to drive longer cycle times, higher handling costs, and limited portfolio visibility. ## Dormant Claims ### Keep dormant claims moving with minimal human intervention. Nolana identifies static claims, uncovers the reason they've stalled, and automatically routes them to the right handler with the next recommended action — reducing cycle times and freeing reserves. Process: 1. Ingest static reports, categorise by business unit, and route to the right handler 2. Pull and consolidate claim status across systems into a single, up-to-date view 3. Identify the cause of inactivity and recommend the next action — chase, extend, or close 4. Draft and send broker chasers, log activity to the claim file, and match incoming responses 5. Initiate and send closing requests ## Delegated Authority Triage 1. Ingest bordereaux reports and extract claim details from emails 2. Check against delegated authority thresholds 3. Auto approve, reject, or escalate exceptions 4. Sync with existing claims systems Example results: - 1,284 claims ingested - 767 claims under limit: Nolana auto-emails the coverholder within authority thresholds - 517 claims over limit: Created & updated in the existing claims system ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## AI Claims Triage: Update Claims from Unstructured Emails AI reads and interprets emails to extract claim updates and supporting documents, then automatically updates your existing claims systems. Process: 1. Extract claim details automatically from emails 2. Document validation and automated follow up 3. Analyse slips and assess coverage 4. Sync with writeback tools and ECF Capabilities: - **Intake:** Automatically process information - **Document validation:** Auto context check for relevancy and timelines - **Analyse slips:** Identify slips and assess coverage - **Update third-party systems:** Seamless API sync with writeback tools and ECF ## Communications ### Keep systems in sync and brokers informed — automatically. Nolana syncs information across your systems, drafts and sends status updates, document requests, and settlement notifications to brokers. Every message is logged, every reply is routed. - Auto document sync across your systems - AI-drafted updates and document requests - Reply routing and inbox unification - Broker View enables each broker to see all their claims and status ## Subrogation & Salvage ### Recover what's recoverable. Nolana flags claims with subrogation potential, estimates salvage value, and routes recovery cases to the right team — turning loss into recovery, automatically. - Recovery likelihood estimation - Data enrichment with historical outcomes and legal precedent - 3rd-party liability assessment - Generate personalised communications and automate follow-ups ## Fraud & Risk Alerts ### Catch fraud, duplicate claims, large losses, and sanctions — automatically. Identify high-risk claims before they become costly problems. Our platform continuously reviews claims activity to automatically detect potential fraud, duplicate submissions, sanctions exposure, and large-loss events. By analysing claim information, supporting documents, communications, and historical data in real time, it helps claims teams focus their attention where it matters most. - Image forensics - Duplicate detection - Sanctions screening - Large-loss flags ## Mud Maps ### Assess mud maps automatically. Automatically identify impacted policies and inform impacted parties. - Automated mud map assessment - Identify relevant policy - Open claims against relevant policies ## Adjuster Workflow Nolana automatically contacts the adjuster on the slip or helps identify the right one, then ingests the report. Nolana finds the relevant expert for each claim, manages communications, and ingests their report straight into the claim file — no manual data entry. 1. Extract adjuster information from slip 2. Automate communications 3. Automated report ingestion 4. Report findings linked to the claim record ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. - **Cycle times:** From FNOL to settlement, by line, stage, and handler - **Reserve accuracy:** Variance between reserves and final payout - **Alert rates:** Flagged fraud, sanctions, or large loss alerts - **Decision quality:** Decision accuracy, better reserve consistency, and cleaner triage ## The Numbers Speak - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Data & Insights ### Your Data. Your Insights. Your Edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. 1. **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. 2. **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. 3. **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. 4. **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Observability ### Maintain full visibility into every AI action. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Supported Speciality Lines Nolana helps insurers handle claims across multiple commercial lines — from property and liability to marine and aviation. - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses ## Enterprise Security Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. 1. **SSO support:** Secure access with enterprise SSO integration across your organization 2. **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options 3. **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls ## Enterprise AI Platform AI agents that work inside the systems you already have — so claims move faster, and handlers stay in control. --- Source: https://nolana.com/ai-for-lloyds-and-london-market-insurers/dormant-claims-automation # Dormant Claims Automation > Nolana's AI agents review every dormant claim file, uncover why claims have stalled, recommend the next best action, and keep the back book moving so insurers can close claims and release reserves. ## Dormant claims: close the back book, release reserves Every insurer has dormant claims tying up reserves. Nolana's AI agents review every file, recommend the next best action, and keep claims moving. ## The Problem Static claims require teams to manually review reports, gather information from multiple systems and chase updates. The process is repetitive, time-consuming and leaves reserves tied up for longer than necessary. ## Dormant Claims Solution ### Keep dormant claims moving with minimal human intervention. Nolana identifies static claims, uncovers the reason they've stalled, and automatically routes them to the right handler with the next recommended action — reducing cycle times and freeing reserves. Process: 1. Ingest static reports, categorise by business unit, and route to the right handler 2. Pull and consolidate claim status across systems into a single, up-to-date view 3. Identify the cause of inactivity and recommend the next action — chase, extend, or close 4. Draft and send broker chasers, log activity to the claim file, and match incoming responses 5. Initiate and send closing requests ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. - **Cycle times:** From FNOL to settlement, by line, stage, and handler - **Reserve accuracy:** Variance between reserves and final payout - **Alert rates:** Flagged fraud, sanctions, or large loss alerts - **Decision quality:** Decision accuracy, better reserve consistency, and cleaner triage ## Our Results The numbers speak: faster cycle times, lower loss ratio. - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it is the focus on audit trail and explainability—clearly showing the reasoning and full process. That approach truly resonates, especially with keeping humans in the loop." — Group Head of Digital R&D, Zurich Insurance ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API ## Observability ### Maintain full visibility into every AI action. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Supported Speciality Lines Nolana helps insurers handle claims across multiple commercial lines — from property and liability to marine and aviation. - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses ## Enterprise Security Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls ## Enterprise AI Platform AI agents that work inside the systems you already have — so claims move faster, and handlers stay in control. --- Source: https://nolana.com/ai-for-lloyds-and-london-market-insurers/delegated-authority-claims # Delegated Authority Claims Management Software > Nolana's AI agents ingest coverholder and TPA claims data in real time, flag authority breaches and leakage, and give Lloyd's managing agents full delegated authority oversight without adding headcount. ## Delegated authority claims without the blind spots Nolana's AI agents ingest coverholder and TPA claims data as it arrives, flag breaches and leakage in real time, and give managing agents the oversight Lloyd's expects — without adding headcount. ## Bordereaux Ingestion Nolana's AI agents process claims bordereaux in any format they arrive — spreadsheets, PDFs, or portal exports — standardise them to your data model, and automatically identify missing information, inconsistencies, and late notifications. Eliminate manual re-keying and clear month-end backlogs in minutes. ## Delegated Authority Triage Every claim is checked against authority limits helping speed up processes with an explainable audit trail showing exactly which term was triggered and why. Process: 1. Ingest bordereaux reports and extract claim details from emails 2. Check against delegated authority thresholds 3. Auto approve, reject, or escalate exceptions 4. Sync with existing claims systems Example results (1,284 claims): - **Over limit:** 517 claims created & updated in existing claims system - **Under limit:** 767 claims auto-emailed to coverholder with no insurer submission needed ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering: - **Cycle times:** From FNOL to settlement, by line, stage, and handler - **Reserve accuracy:** Variance between reserves and final payout - **Alert rates:** Flagged fraud, sanctions, or large loss alerts - **Decision quality:** Decision accuracy, reserve consistency, and clean triage ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process." — Group Head of Digital R&D, Zurich Insurance ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Observability ### Maintain full visibility into every AI action. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Supported Specialty Lines Nolana helps insurers handle claims across multiple commercial lines: - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses ## Enterprise Security Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls --- Source: https://nolana.com/ai-for-lloyds-and-london-market-insurers/bordereaux-automation # Bordereaux Automation > Nolana's AI agents ingest bordereaux in any format, validate them against your standards, flag inconsistencies, and load clean data into your systems — turning days of re-keying into minutes of review. ## Bordereaux processing: from days of re-keying to minutes of review Nolana's AI agents ingest bordereaux in any format — validate them against your standards, flag what's inconsistent, and load clean data into your systems. ## The Problem Bordereaux are often received in different formats and processed manually. Reviewing, validating and extracting data takes significant time, delays downstream processes and increases the risk of errors. ## Delegated Authority Triage 1. Ingest bordereaux reports and extract claim details from emails 2. Check against delegated authority thresholds 3. Auto approve, reject, or escalate exceptions 4. Sync with existing claims systems Example results (processing 1,284 claims): - **Over limit (517):** Created & updated in the existing claims system - **Under limit (767):** Nolana auto-emails the coverholder — within authority thresholds, no insurer submission needed ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## AI Claims Triage ### Update Claims from Unstructured Emails 1. Extract claim details automatically from emails 2. Document validation and automated follow up 3. Analyse slips and assess coverage 4. Sync with writeback tools and ECF Key capabilities: - **Intake:** Automatically process information - **Document validation:** Auto context check for relevancy and timelines - **Analyse slips:** Identify slips and assess coverage - **Update third-party systems:** Seamless API sync with writeback tools and ECF ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. - **Cycle times:** From FNOL to settlement, by line, stage, and handler. - **Reserve accuracy:** Variance between reserves and final payout. - **Alert rates:** Flagged fraud, sanctions, or large loss alerts. - **Decision quality:** Decision accuracy, better reserve consistency, and cleaner triage. ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability..." — Group Head of Digital R&D, Zurich Insurance ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Observability ### Maintain full visibility into every AI action. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Supported Speciality Lines Nolana helps insurers handle claims across multiple commercial lines. - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses. - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation. - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity. - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses. - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents. - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses. ## Enterprise Security Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-lloyds-and-london-market-insurers/london-market-insurance-software # London Market Insurance Software > Nolana is agentic AI built for the London market's distinctive workflows — subscription business, ECF messages, coverholder bordereaux, and lead/follow dynamics — proven with Lloyd's insurers. ## London market insurance software, built the way the market actually works Subscription business, ECF messages, coverholder bordereaux, lead/follow dynamics — the London market's workflows don't look like anyone else's. Nolana is agentic AI built for them, proven with Lloyd's insurers. ## The Problem Lloyd's and London Market insurers still rely on disconnected systems, emails and manual processes to manage claims operations. Fragmented workflows slow decision-making, increase operational costs and make it difficult to deliver the speed and visibility today's market demands. ## Dormant Claims ### Keep dormant claims moving with minimal human intervention. Nolana identifies static claims, uncovers the reason they've stalled, and automatically routes them to the right handler with the next recommended action — reducing cycle times and freeing reserves. 1. Ingest static reports, categorise by business unit, and route to the right handler 2. Pull and consolidate claim status across systems into a single, up-to-date view 3. Identify the cause of inactivity and recommend the next action — chase, extend, or close 4. Draft and send broker chasers, log activity to the claim file, and match incoming responses 5. Initiate and send closing requests ## Delegated Authority ### Delegated Authority Triage 1. Ingest bordereaux reports and extract claim details from emails 2. Check against delegated authority thresholds 3. Auto approve, reject, or escalate exceptions 4. Sync with existing claims systems Example results: 1,284 claims in — 517 over limit (created & updated in existing claims system), 767 under limit (auto-emailed to coverholder within authority thresholds) ## Integrations ### Works on top of the systems you already use. Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## AI Claims Triage ### Update Claims from Unstructured Emails AI reads and interprets emails to extract claim updates and supporting documents, then automatically updates your existing claims systems. 1. Extract claim details automatically from emails 2. Document validation and automated follow up 3. Analyse slips and assess coverage 4. Sync with writeback tools and ECF Process steps: - **Intake:** Automatically process information - **Document validation:** Auto context check for relevancy and timelines - **Analyse slips:** Identify slips and assess coverage - **Update third-party systems:** Seamless API sync with writeback tools and ECF ## Communications ### Keep systems in sync and brokers informed — automatically. Nolana syncs information across your systems, drafts and sends status updates, document requests, and settlement notifications to brokers. Every message is logged, every reply is routed. - Auto document sync across your systems - AI-drafted updates and document requests - Reply routing and inbox unification - Broker View enables each broker to see all their claims and status ## Subrogation & Salvage ### Recover what's recoverable. Nolana flags claims with subrogation potential, estimates salvage value, and routes recovery cases to the right team — turning loss into recovery, automatically. - Recovery likelihood estimation - Data enrichment with historical outcomes and legal precedent - 3rd party liability assessment - Generate personalised communications and automate follow-ups ## Fraud & Risk Alerts ### Catch fraud, duplicate claims, large losses, and sanctions — automatically. Identify high-risk claims before they become costly problems. Our platform continuously reviews claims activity to automatically detect potential fraud, duplicate submissions, sanctions exposure, and large-loss events. By analysing claim information, supporting documents, communications, and historical data in real time, it helps claims teams focus their attention where it matters most. - Image forensics - Duplicate detection - Sanctions screening - Large-loss flags ## Mud Maps ### Assess mud maps automatically. Automatically identify impacted policies and inform impacted parties. - Automated mud map assessment - Identify relevant policy - Open claims against relevant policies ## Adjuster Workflow ### Automatically contact the adjuster on the slip or help identify the right one. Ingest the report. Nolana finds the relevant expert for each claim, manages communications, and ingests their report straight into the claim file — no manual data entry. - Extract adjuster information from slip - Automate communications - Automated report ingestion - Report findings linked to the claim record ## Reporting ### Every claim, every metric — at a glance. Real-time dashboards covering cycle time, leakage, reserve accuracy, fraud rates, and customer satisfaction. Slice by line of business, region, or handler. - **Cycle times:** From FNOL to settlement, by line, stage, and handler - **Reserve accuracy:** Variance between reserves and final payout - **Alert rates:** Flagged fraud, sanctions, or large loss alerts - **Decision quality:** Decision accuracy, better reserve consistency, and cleaner triage ## Our Results - **Faster Cycle Times:** up to 50x - **Higher Handler Throughput:** up to 30% - **Lower Loss Ratio:** up to 5% ## Customer Testimonial "What I like about it [Nolana] is the focus on audit trail and explainability - being able to show the reasoning, how it works, and the full process. That approach resonates, especially with the need to keep humans in the loop." — Group Head of Digital R&D, Zurich Insurance ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Observability ### Maintain full visibility into every AI action. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Supported Speciality Lines Nolana helps insurers handle claims across multiple commercial lines — from property and liability to marine and aviation. - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses. - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation. - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity. - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses. - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents. - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-lloyds-and-london-market-brokers # AI for Lloyd's & London Market Brokers | Nolana > Nolana helps Lloyd's market brokers spend less time on claims by extracting claim data from emails and documents, matching policies, preparing ECF FNOL submissions, and syncing with downstream systems — no manual rekeying. ## AI that helps Lloyd's market brokers spend less time on claims Nolana extracts claim information from incoming policyholder emails and documents, structures key data, matches policies, prepares ECF FNOL submission, and syncs everything with downstream systems - no manual rekeying. ## The Problem Lloyd's brokers manage claims through emails and calls, rekeying the same information across multiple systems, and chasing updates by hand. Every manual step is a chance for errors, delays, and missed actions. Nolana's AI agents change that. ## FNOL Intake & Routing ### Create Claims from Unstructured Emails Customers file how they want. Nolana captures the claim, asks for what's missing, and validates documents before a human gets involved. - Extract claim details automatically from emails - Ask for missing information and corrections automatically - Validate that the correct documents have been provided - Analyse mud maps and slips and assess coverage - Sync with writeback tools and ECF **Process flow:** Email → Intake (automatically process information) → Document validation (auto context check for relevancy and timelines) → Analyse slips (identify slips and assess coverage) → Update third-party systems (seamless API sync with writeback tools and ECF) → ECF ## Mud Maps ### Assess mud maps and open claims against the right policies automatically Automatically identify impacted policies and open associated claims. - Automated mud map assessment - Identify relevant policy - Open claims against relevant policies ## Integrations ### Works on top of the systems you already use Integrates with claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Platform Overview ### AI reads the claim. Surfaces the recommendation. **Document understanding:** Parses documents, receipts, photos, and adjuster reports — extracts what matters automatically. **Coverage analysis:** Cross-references claim details against the slip and surfaces coverage matches and gaps. **ECF message triage:** Automatically triage daily ECF messages to keep claims moving with minimal human involvement. ## Communications ### Keep policyholders informed Nolana drafts and offers status updates, document requests, and settlement notifications in your voice for approval. - AI-drafted status updates and document requests - Multi-channel delivery: email, SMS, in-app - Reply routing and inbox unification - Brand voice and tone configuration ## Data & Insights ### Your data. Your insights. Your edge. Every claim Nolana handles enriches your own data layer — emerging fraud patterns, leakage hotspots, customer intent signals, and handler performance — all surfaced as your insights, not someone else's. - **First-party ownership:** Your data stays yours. Exportable, portable, never locked behind our walls. - **Pattern detection:** Surfaces emerging claim trends across your portfolio before they hit your loss ratio. - **Email reports:** Role-based digests sent on your cadence — leadership sees portfolio health, handlers see their queue. - **Custom dashboards:** Build the views you need, schedule exports on any cadence, or pipe everything out via API. ## Observability ### Maintain full visibility into every interaction Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, human-in-the-loop controls, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. **Testimonial:** "What I like about it [Nolana] is the focus on audit trail and explainability - being able to clearly show the reasoning, how it works, and the full process. That approach really resonates, especially with the need to keep humans in the loop." — Group Head of Digital R&D, Zurich Insurance ## Supported Specialty Lines Nolana helps brokers handle claims across multiple commercial lines — from property and liability to marine and aviation. - **Commercial Property:** Commercial property claims including fire, water, weather, theft, and catastrophe losses. - **Marine:** Marine cargo, hull, liability, and logistics claims across global shipping and transportation. - **Commercial Liability:** General liability, employers' liability, product liability, and professional indemnity. - **Commercial Fleets:** Commercial vehicle claims including collisions, theft, liability, and fleet losses. - **Aviation:** Aviation claims including aircraft damage, liability, passenger, and ground handling incidents. - **Construction & Engineering:** Contractor risks, machinery breakdown, delay, and infrastructure losses. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. - **SSO support:** Secure access with enterprise SSO integration across your organization. - **Flexible deployment:** Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options. - **Enterprise security & SOC 2:** Enterprise-grade security with SOC 2 compliance, audit trails, and access controls. --- Source: https://nolana.com/ai-for-policyholder-support # AI for Insurance Policyholder Support | Nolana > Nolana's AI agents deliver omnichannel, context-aware policyholder support — with an advisor co-pilot, AI-managed inbox, voice and text chatbots, and warm handoffs that never lose context. ## AI agents that deliver better policyholder service and consistent outcomes ### Core Features #### Omnichannel AI agents that work across every channel your customers use - forms, chat, voice/IVR, email, and 3rd-party systems. #### Context-Aware Agents understand the full context of each inquiry and pull answers and perform actions across your systems. #### Rich Handovers Seamless handovers between AI agents and humans. Every interaction stays in context, so nothing gets lost and policyholders never have to repeat themselves. ## Advisor Assist ### Turn your customer service reps into super reps. A live co-pilot that retrieves and summarizes real-time info, executes actions, detects emotional cues, and suggests what to say — so every advisor delivers consistently great care. **Capabilities:** - Real-time info retrieval and summarization - Action execution on the rep's behalf - Emotional cue detection (sentiment, tone, intent) - In-the-moment script suggestions - Cross-sell opportunities surfaced in context ## AI Inbox ### Every conversation, one inbox, managed by AI. One place for every customer conversation — automatically categorised, triaged, and routed before a human gets involved. **Features:** - Unified channels: Email, forms, chat, and voice — all in one stream, all in one context - Auto-categorization: Every inquiry tagged by intent and topic the moment it arrives - AI triage: Urgency, complexity, and skill match — routed in seconds, not days - Unified history: One thread, every channel ## Voice + Text Chatbot ### Resolve simple queries, no human required. A natural-language AI agent that resolves common queries across voice and text — 24/7, across multiple languages, with fast escalation when a human is needed. **Capabilities:** - Natural-language voice and text interactions - End-to-end resolution for common queries - Fast escalation when human help is needed - Multi-language support ## Warm Handoffs ### From AI to human without losing context. Transfer inquiries from AI to human or between humans, with full conversation history summaries — so the customer never has to repeat themselves. **Benefits:** - AI-to-human handoff with summary briefing - Human picks up mid-conversation with no repeat questions - No repetition or context loss - Seamless to the customer ## Integrations ### Works on top of the systems you already use. Integrates with telephony systems, claims workbenches, policy platforms, and internal systems, so AI support appears inside the workflow instead of adding another platform to manage. ## Observability ### Maintain full visibility into every interaction. Monitor AI performance, track decisions, and maintain full visibility into every interaction. Explicit guardrails, confidence thresholds, and chain-of-thought trails make every action accountable and auditable. ## Enterprise Security ### Deploys in weeks not months. Built for enterprise environments with security, compliance, and flexible deployment from day one. **Features:** - SSO support: Secure access with enterprise SSO integration across your organization - Flexible deployment: Deploy Nolana across your carrier or brokerage environment with flexible infrastructure options - Enterprise security & SOC 2: Enterprise-grade security with SOC 2 compliance, audit trails, and access controls --- Source: https://nolana.com/company # Raising the Standard for Every Claim > Nolana is a London-based agentic AI company, led by a team from Amazon, Google, Intel, and Nvidia, whose AI agents transform insurance claims operations while keeping handlers in control. ## Overview Nolana is an agentic AI platform for claims operations. The company's AI agents handle FNOL intake, triage, document processing, and lifecycle management — returning specialized work to claims handlers. ## Mission "Help the world recover faster from life's unexpected moments by building AI that transforms insurance operations and delivers better outcomes for people." ## Core Values **Excellence** The organization maintains deliberately high standards, remaining honest about gaps between current performance and aspirational targets. **Transparency** **Accountability** **Customer Focus** **Team Effort** ## About the Company Nolana is led by a team with backgrounds from Amazon, Google, Intel, and Nvidia. The company brings together advisors from across the claims industry and operates with a hybrid structure based in London, with async-friendly practices. ## Platform AI agents work within existing systems to accelerate claims processing while maintaining handler oversight and control. ## Investor Backing The company is backed by funds and operators experienced in scaling AI companies within regulated industries. --- Source: https://nolana.com/case-studies/ai-dormant-claims-automation # Automating Dormant Claims for a Tier-1 Global Insurer > A leading Lloyd's managing agent used Nolana to automate dormant claims actioning across fragmented systems, cutting handler assignment time by 80%+ and per-claim review time by 50%+ without adding headcount. ## Overview A leading Lloyd's managing agent partnered with Nolana to consolidate fragmented claims infrastructure, automate dormant claims actioning, and enable handlers to focus on high-value decisions without adding headcount. **Industry:** Insurance — Lloyd's managing agent **Timeline:** Value delivered in weeks ## The Situation: Handlers Acting as Manual Integration Layer The insurer managed a complex claims portfolio across a fragmented market infrastructure. Critical information scattered across disconnected platforms — ECF (Electronic Claim File), SCM messages (Syndicate Claim Messages), and internal databases — forced handlers to manually integrate data just to establish claim status. Under pressure to accelerate closures and manage financial exposure, the organization needed to eliminate data-retrieval tasks, streamline dormant claims review, and reduce reserve and IBNR liabilities. ## Recurring Bottlenecks - Heavy manual effort to split, assign, and distribute statics reports before reviews began - Manual cross-referencing across multiple disconnected systems with no consolidated view - Manual broker correspondence and tracking via shared inbox, causing missed follow-ups - Dormant claims directly inflating financial reserves and increasing IBNR exposure ## Key Performance Improvements - **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 ## Solution: Four Integrated Modules **Statics Report Ingestion & Handler Assignment** Automatically ingests Statics CSV, categorizes claims by business unit, and matches them to responsible handlers — replacing manual filtering and spreadsheet distribution. **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. **Automated Broker Chase & Tracking** Drafts and sends broker messages automatically, logs interactions to the claim file, and maps incoming responses with minimal manual intervention. **Decision Support & Automated Closing** Analyzes claim history, reserves, ECF status, and historical updates to generate recommendations — chase, extend, or close — with supporting rationale for handler review and approval. ## Outcomes for Handlers **Faster Triage & Assignment** The statics team shifted from data processing to oversight responsibilities. **Streamlined Claim Reviews** Consolidating disconnected platforms into a single view reduced review time significantly. **Reduced Administrative Friction** Automated broker chasing eliminated message write-up overhead while maintaining full auditability. **Higher Consistency & Strategic Closure** Consistent closing rationale across handlers accelerated average time to close and measurably reduced reserve exposure. ## Why It Matters Dormant claims trap vital financial capital and increase IBNR exposure that compounds the longer claims remain open. Eliminating manual cross-referencing, administrative gaps, and multi-system review delays reduces financial liability while strengthening operational resilience. With AI handling data retrieval, ingestion, and chase tracking, teams shift from data processing to high-value decision-making — accelerating claim closures without increasing headcount or operational complexity. --- Source: https://nolana.com/case-studies/ai-fnol-intake-automation # From Triple Data Entry to 2-minute FNOL Intake > A leading Lloyd's broker replaced triple data rekeying with Nolana's AI FNOL workflow, cutting intake processing from 30 minutes to under 2 minutes per claim with 90%+ first-pass accuracy and zero outsourced rekeying handoffs. ## The Situation A leading Lloyd's broker's operations handled high volumes of First Notice of Loss (FNOL) intakes across a fragmented claims infrastructure. Claim information was rekeyed three separate times before reaching the market's Electronic Claim File (ECF). ## The Recurring Bottlenecks - **Manual cross-referencing** — brokers receive FNOLs by email and must locate policies, check a mud map to identify impacted markets, and key information into an internal tool. - **Repetitive data rekeying** — the same data is rekeyed by an outsourced team into a workflow tool, and again into Eclipse, before reaching ECF. - **High operational costs** — outsource providers charge per transaction, so every manual handoff introduces direct, recurring cost. - **Data errors and E&O risk** — manual rekeying introduced over 1,000 incorrect UCRs across 22,000 claims, damaging client relationships and generating E&O exposure. - **Misallocated expert resources** — senior brokers spend up to 30 minutes on routine intake that should take five. ## Key Results - **<2 minutes** — intake processing time per claim, down from 30 minutes - **90%+** — first-pass accuracy on market mapping and UCR creation - **0** — outsourced rekeying handoffs and per-transaction fees remaining ## What Was Delivered The AI workflow targeted three core use cases: - **AI FNOL intake & policy matching** — automatically parses incoming FNOL emails to extract structured claim data and matches it to the relevant policy to confirm coverage. - **Market identification & UCR generation** — using matched policy and mud map data, automatically identifies impacted markets, layers, and excess positions, then generates the UCR and drafts a narrative for broker review. - **Eclipse/ECF submission pipeline** — the completed claim entry is pushed directly to ECF via Eclipse/DRI, entirely bypassing legacy outsource rekeying steps. ## Impact "Intake processing time plummeted from 30 minutes per claim to under five." The AI maps markets with 90%+ accuracy, creating correct Unique Claim References with minimal narrative edits required. Bypassing manual handoffs removed transaction fees associated with outsourced data rekeying. With AI handling parsing, data entry, and market identification, expert brokers can focus on acting as client advocates rather than manual data processors. --- Source: https://nolana.com/case-studies/zurich-ai-claims-automation # AI Claims Automation for Zurich Insurance > Nolana partnered with Zurich's Canadian travel insurance business to automate FNOL intake, triage, document validation, and decision support, achieving 50x faster claims processing and freeing adjusters to focus on complex cases. ## 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 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 reach outcomes faster. **Key metric:** 50X faster claims processing ## 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 The team needed a solution that could integrate into existing operations quickly, work with real claims data, and improve efficiency without compromising compliance or accuracy. ## Nolana's Approach The partnership focused on designing a practical AI workflow demonstrating value within weeks. - **AI FNOL Intake** — Captured customer details, documents, receipts, and narratives in structured format. The AI extracted key data points automatically, reducing manual interpretation time. - **Automated Triage & Categorisation** — Each case was routed intelligently based on severity, type, policy details, and required follow-up. Adjusters reviewed only claims needing 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 clear recommendations—approve, decline, request more information, or escalate—along with reasoning and extracted evidence. - **Customer Experience Layer** — Customers received quicker responses, clearer next steps, and fewer back-and-forth exchanges. ## Outcomes - **Faster Turnaround Times** — AI reduced initial review and triage time 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 focused on complex or high-severity claims rather than routine paperwork. - **Better Customer Satisfaction** — Customers benefited from faster payouts, clearer updates, and fewer delays. - **Scalable Foundation** — The workflow can extend to other Zurich travel products and adapt for medical, property, or motor claims across other regions. ## Why It Matters Travel insurance claims often occur during 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 delivers a faster, more reassuring experience without increasing headcount or complexity.