Modernizing Claims Triage With AI

Insurance claims departments handle a wide range of incoming claims every day—some simple, others complex. Managing these claims efficiently requires a way to quickly understand which ones need attention first.

Claims triage is the process used to sort and prioritize claims. It helps insurers respond appropriately based on the severity, complexity, and urgency of each case.

As claim volumes grow and expectations for faster resolution increase, many insurers are looking to modernize this process. AI now offers new ways to support claims triage, but understanding the fundamentals is the first step.

What Is Claims Triage?

Claims triage is the sorting of insurance claims by urgency, severity, and complexity to determine how each claim will be handled. Like medical triage in hospitals, insurance claims triage identifies which cases need immediate attention and which can follow standard processing.

The purpose is straightforward: allocate resources where they're most needed. This approach helps insurers address critical claims first while processing routine claims efficiently.

Traditional claims triage relies on manual review. Claims adjusters examine each case individually, using their experience and company guidelines to decide next steps. While effective, this method becomes challenging when claim volumes increase.

During initial triage, adjusters typically collect:

• Claim severity: How serious or complex the claim appears
• Required resources: What expertise and tools are needed
• Processing pathway: Whether the claim needs special handling or can follow standard procedures

Claims triage usually happens at First Notice of Loss (FNOL), when a policyholder first reports a claim. This early assessment helps set the claim on the right path from the beginning.

Why Claims Triage Matters

Inefficient claims triage creates bottlenecks that affect the entire claims process. When claims aren't sorted quickly and accurately, insurers may assign the wrong resources or miss early warning signs of complex issues.

The insurance industry faces growing pressure from all sides. Customers expect faster claim resolution. Competition drives the need for operational efficiency. Cost control remains a constant priority.

Research from J.D. Power shows that customer satisfaction drops significantly when claims take longer than three weeks to resolve. This direct connection between processing speed and customer experience highlights why efficient triage matters.

Traditional triage methods face several key challenges:

• Manual review inconsistencies between different adjusters
• Processing delays during high-volume periods
• Inefficient resource allocation
• Limited use of available data

Core Steps in an Effective Claims Triage Process

Whether done manually or through automation, effective claims triage follows a structured approach designed to route claims appropriately from the start.

1. Identifying FNOL Data

The First Notice of Loss (FNOL) provides the initial information needed to begin triage. This data creates the foundation for all subsequent decisions about how to handle the claim.

FNOL data includes both structured information (policy numbers, dates, claim types) and unstructured elements (descriptions, photos, notes). Together, these inputs form the initial picture of what happened.

Essential data points collected during FNOL include:

• Policyholder information
• Loss date and location
• Type of incident
• Initial description of damages
• Photos or other documentation
• Third-party involvement

2. Segmenting Simple vs. Complex Claims

Not all claims require the same level of attention. Segmentation separates straightforward claims from those needing specialized handling.

Simple claims often involve limited financial exposure, clear liability, and minimal investigation. Complex claims, on the other hand, may include significant business interruption, disputed liability, regulatory implications, or multiple stakeholders.

Examples of how claims differ across insurance lines:

• Commercial property: A damaged storefront sign vs. a fire that shuts down operations across multiple business units
• Commercial auto: A delivery van with a cracked windshield vs. a collision involving third-party injuries and disputed liability
• General liability: A slip-and-fall with no injuries vs. a claim involving alleged negligence, legal action, and reputational risk

3. Routing to the Right Teams

Once classified, claims need to reach the right handlers. Some claims go to specialized units, while others follow standard processing paths.

Routing decisions directly impact resolution time. When claims reach the right experts quickly, the entire process moves more efficiently.

Effective routing options include:

• Fast-track processing for simple claims
• Special investigation for potential fraud
• Expert adjusters for complex liability cases
• Catastrophe teams for disaster-related claims

4. Monitoring Progress and Outcomes

Triage isn't a one-time event. Effective systems continue to monitor claims as they progress, allowing for adjustments if new information emerges.

Data from the triage process helps improve future decisions. By tracking which claims were correctly classified and which needed rerouting, insurers can refine their approach.

Key metrics for measuring triage effectiveness include:

• Time from FNOL to assignment
• Percentage of claims rerouted after initial triage
• Average resolution time by claim type
• Customer satisfaction scores

Using AI to Streamline Claims Triage

AI transforms claims triage by analyzing data faster and more consistently than manual methods. Machine learning algorithms can process information from FNOL and make immediate routing decisions based on patterns learned from thousands of previous claims.

Three key technologies drive this transformation:

1. Machine learning identifies patterns in historical claims data
2. Natural language processing (NLP) interprets written descriptions and notes
3. Computer vision analyzes photos and documents

The difference between traditional and AI-powered triage is significant:

AI excels at processing both structured data (like policy numbers and dates) and unstructured information (like descriptions and photos). This comprehensive analysis leads to more accurate triage decisions.

Benefits of AI-Driven Claims Triage

Insurance operations see measurable improvements when implementing AI-powered claims triage systems across several key areas.

1. Faster Claim Cycle Times

AI reduces the initial triage phase from hours to minutes. Claims reach the right handlers faster, starting the resolution process sooner.

This speed improvement carries through the entire claims lifecycle. When claims begin on the right path, they avoid delays from rerouting or reassignment.

A property claim that previously took days to reach the right adjuster now arrives in minutes, allowing work to begin immediately.

2. Improved Fraud Detection

AI systems identify potential fraud indicators that might go unnoticed in manual review. By comparing new claims against patterns from known fraudulent cases, these systems flag suspicious elements for further investigation.

Early fraud detection prevents wasted effort on processing illegitimate claims. It also helps legitimate claims move forward without unnecessary delays.

AI can spot subtle patterns like:

• Unusual timing of claims
• Inconsistencies in descriptions
• Matches to known fraud schemes
• Suspicious relationships between parties

3. Enhanced Accuracy and Consistency

AI applies the same criteria to every claim, eliminating the variability that comes with human judgment. This consistency ensures similar claims receive similar treatment.

Accuracy improves as AI systems learn from outcomes. Each completed claim provides feedback that refines the model's understanding of what makes a claim simple or complex.

This consistent approach benefits both insurers and policyholders by creating a more predictable claims experience.

4. Cost and Resource Savings

Automated triage reduces the administrative burden on claims staff. Adjusters spend less time sorting claims and more time resolving them.

This efficiency allows insurers to handle more claims without adding staff. Resources can focus on complex cases where human expertise adds the most value.

The insurance workflow optimization extends beyond just the triage phase. When claims start on the right path, the entire process becomes more efficient.

Overcoming Implementation Challenges

Adding AI to claims triage involves addressing several practical challenges to ensure a smooth transition.

1. Integrating With Legacy Systems

Many insurers operate on older claims management systems not designed for AI integration. Connecting these systems requires careful planning.

API-based approaches offer a practical solution. These interfaces allow new AI tools to communicate with existing systems without major restructuring. Insurance-native solutions that offer seamless integration with existing tech stacks enable insurers to get to value quickly without having to rip and replace.

A phased implementation helps minimize disruption. Starting with a limited scope—perhaps one line of business or claim type—allows for testing and refinement before broader rollout.

2. Ensuring Data Quality

AI systems depend on good data. Inconsistent, incomplete, or inaccurate information leads to poor triage decisions.

Common data quality issues include:

• Missing fields in claim reports
• Inconsistent terminology
• Duplicate records
• Outdated information

Addressing these issues often requires a combination of data cleaning, standardization protocols, and training for staff who enter initial claim information. AI can also help in this regard by automating data ingestion, standardization and validation, and flagging discrepancies requiring human review.

3. Balancing Automation and Human Expertise

Not everything should be automated. The most effective approach combines AI efficiency with human judgment for complex decisions.

In a "human-in-the-loop" model, AI handles routine triage while flagging unusual cases for human review. This approach leverages the strengths of both automated and manual processes.

Claims adjusters still play a vital role in this model. Rather than spending time on routine sorting, they focus on cases where their expertise adds the most value.

Where Claims Triage Is Headed Next

The future of claims triage includes several emerging trends that will further transform how insurers handle claims.

Real-time processing will become standard. As data flows in from mobile apps, connected devices, and digital FNOL systems, AI will make immediate triage decisions without waiting for manual review.

Predictive analytics will move beyond classification to recommendation. AI systems will not only sort claims but also suggest specific actions based on predicted outcomes.

Taking the Next Step

AI and automation are changing how insurers approach claims triage. By classifying and routing claims more efficiently, these technologies help claims departments work smarter.

The benefits extend throughout the claims lifecycle. Faster triage leads to quicker resolution. More accurate classification improves resource allocation. Consistent processing enhances the customer experience.

Brisc's AI platform addresses these opportunities by automating complex workflows in claims management. The system transforms both structured and unstructured data into actionable insights that help claims teams make faster, more informed decisions.

As insurance operations continue to evolve, AI-powered claims triage will become an essential capability for insurers looking to improve efficiency while maintaining service quality.

To see how Brisc’s insurance-native AI platform can accelerate claims triage and management for your organization, book a demo today.