Table of content
Overview
In the insurance world, claims are where trust is earned. Whether you are a national carrier, a regional broker, or a third-party administrator (TPA), your claims experience directly impacts client satisfaction, operational cost, and long-term retention. But for many insurance teams, the first step in the claims process—intake—is still one of the slowest and most manual parts of the workflow.
Static web forms, email follow-ups, and outdated portals often lead to missing information, long resolution times, and overloaded claims teams. These inefficiencies don’t just frustrate internal staff. They weaken client relationships and make it harder to scale your business.
This article explores how modern insurance teams are using Nolana to upgrade their claims intake workflows, deliver faster service to clients, and reduce the operational burden on their teams.
The Problem: Claims Intake Is Stuck in the Past
Despite advances in core systems and claims management platforms, many insurers still rely on outdated intake processes that require claimants to fill out long forms, attach files manually, and wait days for updates. These workflows are full of friction.
Across the industry, teams face the same recurring problems:
Claims submitted with incomplete or inconsistent data
Manual document chasing that slows down processing
Long back-and-forth cycles between claimants and adjusters
Delays in triage and routing caused by disorganized submissions
SLA breaches due to inefficient intake and bottlenecksPoor customer experience leading to negative reviews or churn
This operational drag can cost thousands per claim. It also puts unnecessary pressure on adjusters who are already managing high case volumes.
The Solution: Intelligent Claims Intake with Nolana
Nolana provides insurance organizations with a smarter, faster, and more reliable way to manage the front end of the claims process. With AI-powered agents that collect, validate, and organize submission data in real time, insurers can transform FNOL from a manual bottleneck into a streamlined digital workflow.
Conversational Intake That Adapts to Each Claim
Instead of static forms that require users to figure things out on their own, Nolana uses AI to guide claimants through a step-by-step intake flow that feels like a conversation. Whether the user is submitting an auto, property, injury, or liability claim, the questions are personalized and adaptive.
The AI understands what details are required for each type of claim and collects only the relevant information, resulting in higher completion rates and fewer clarification calls.
Smart Document Collection and Validation
Nolana agents request specific documentation based on the incident type and policy. For example, a claimant submitting an auto accident may be asked for license photos, insurance cards, and vehicle damage images. If a medical claim is submitted, the agent may request a provider invoice or medical records.
If anything is missing, the agent can follow up automatically—no need for your team to track down paperwork manually.
Policy Verification and Eligibility Filtering
Nolana can connect with your backend systems or intake logic to verify coverage details at the time of submission. Ineligible claims can be flagged or redirected early in the process, saving your adjusters from spending time on claims that should not move forward.
Instant Summaries and Structured Output
Once the submission is complete, Nolana automatically compiles a structured summary that includes all relevant information, documents, and flagged risks. This file can be reviewed in minutes and routed to the appropriate handler. It eliminates the need to sift through PDFs or bounce between systems just to understand what happened.
The Benefits: What Insurance Teams Can Expect from Nolana
Insurance organisations that use Nolana for claims intake see improvements across both the customer journey and internal operations.
Operational Benefits
Reduce administrative workload by automating document collection and intake validation
Shorten claim cycle times through faster triage and fewer backlogs
Improve team productivity by focusing adjusters on qualified, complete claims
Deliver cleaner data to downstream systems for better decision-making
Meet SLA deadlines with fewer escalations and rework cycles
Customer Experience Gains
Increase first-time claim completion rates through a more intuitive submission flow
Provide real-time feedback and updates during the intake process
Eliminate confusion with personalized guidance at each step
Reduce claimant frustration caused by delayed follow-ups or unclear next steps
Offer a professional, digital-first experience that builds trust and confidence
Use Case Flexibility: Built for Insurers, Brokers, and TPAs
Nolana is designed to support a wide range of insurance teams, no matter your operational model. Whether you handle claims in-house, through a network of brokers, or on behalf of multiple carriers, Nolana can adapt to your workflows and branding.
For Insurers
Automate and standardize FNOL across all lines of business. Reduce load on call centers and adjusters while improving data quality and response times.
For Brokers
Offer a white-glove claims experience for your clients. Use Nolana to route claims to the right party and monitor status from the moment a claim is initiated.
For TPAs
Handle claims intake on behalf of multiple clients with branded, policy-specific agents. Reduce intake errors, cut resolution times, and improve reporting accuracy.
Why It Matters
Modern policyholders expect fast, seamless experiences—especially in moments of stress. Yet many claims workflows still rely on outdated, form-based processes that create delays and confusion.
Nolana offers a better way. By using intelligent agents to handle the most repetitive and error-prone parts of the process, insurance teams can scale more efficiently, serve customers better, and resolve claims faster.
And because Nolana integrates cleanly into your existing systems, you do not need to rebuild your entire tech stack to make a meaningful improvement.
See It in Action
If you are ready to transform your claims experience, Nolana is here to help. Our team can show you how to launch your first claims intake agent in minutes, configured to your policy types, documentation needs, and workflows. Book a demo today