CUSTOMER STORY | CLAIMS ADMINISTRATION

Moving structured claims intake off adjusters' phones.

Claims intakeInitial workflow
Adjuster focusMore time for adjudication
Customer serviceExpanded workflow
Initial problem

The initial operating problem.

Adjusters were responsible for both structured phone intake and the claim work that required insurance and adjudication expertise. The repeatable first conversation interrupted the same team that needed to evaluate and move claims forward.

  • Adjusters handled intake calls and adjudication work.
  • Phone work interrupted claim review and decision tasks.
  • Routine customer questions returned to the claims organization.
  • Structured information had to move from conversation into the claims system.
Claims-intake workflow

The first AIM AI workflow.

AIM AI was introduced for claims intake. The agent follows the approved question path, collects the required information, writes the result into the configured workflow, and routes claim decisions or exceptions to authorized staff.

  • Receive claims intake calls and identify the correct workflow.
  • Collect and confirm the required structured details.
  • Return coverage, adjudication, and exception decisions to adjusters.
Expansion to customer service

Why the deployment expanded.

After the claims-intake launch, the customer expanded AIM AI into repetitive customer-service issues. That progression reflects a practical rollout pattern: prove one bounded queue, review the calls, then apply the same operating model to another repeatable workflow.

  • Claims intake established the initial operating model.
  • Routine service calls became a second defined workflow.
  • Adjusters remained focused on claim decisions and adjudication.
  • The organization could review and refine separate call paths.
In the customer's words

What the customer published about this deployment.

Aim AI Transformed Our Claims & Customer Service Operations

In just a few short months of partnering with AimAi we have seen drastic increases in efficiency of our overall staff. Having initially launched for claims intake we have been able to reduce the amount of time our adjutors have to be on the phone they can focus on claims adjudication and getting the customers claims turned around in record time. We have since started using Ai for repetitive customer service issues allowing the customer service team focus on the one-off need. They are always ready to listen and help us continue to move forward in an ever-changing world. Big thank you to the entire AimAI team!

Nick W.CTO of Camelback Admin
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