Brokers fix their own incomplete claims
An insurer receiving claims through a network of brokers, where every incomplete submission meant a phone call and a delay.
The situation
An insurer that does not receive claims directly. A network of independent brokers collects the paperwork from policyholders and submits the claim, which means the quality of an intake depends on the broker who assembled it.
An incomplete claim started an email chain between adjuster, broker and policyholder, and each round cost time. Brokers had no way of knowing what was missing until someone told them, and the same few items were absent from most claims, every month.
The rule Ceertia applies
Every claim must include a signed bank mandate matching the policyholder named on the policy schedule.
How it runs
The case arrives from whoever sends it, with the claim form, policy schedule, supporting invoices, photos, identity proof and bank mandate. Anything missing is flagged on receipt.
Each rule returns a verdict with its evidence: what Ceertia saw, where, and why it concluded. Every verdict is stored with its rule version, source excerpt and timestamp. Use cases, one per product line, plus a broker workspace. A broker submits, sees the verdict, and gets a precise request for what is missing. Because every gap is recorded, the recurring ones became visible as data rather than as anecdote.
Your team keeps the decision, on sourced evidence, with a full audit log. When something is missing, the submitter corrects and resubmits in their own partner workspace.
What changes in the work
- An incomplete claim meant an email chain between adjuster, broker and policyholder.
- Brokers had no way to see what was missing until someone told them.
- The same few items were missing on most claims, every month.
- Brokers submit into their own workspace and see what is missing immediately.
- Each request names exactly what is missing.
- The recurring gaps were visible in the data, so the intake form was fixed.
Your team keeps the decision, on sourced evidence, with a full audit log.
A mid-sized insurer receiving motor claims from policyholders, garages and experts, with volumes that spike after every storm.
Read the case InsuranceCatching the same invoice submitted on three different claimsA property insurer that suspected the same repair evidence was being presented on more than one claim, but had no way to see across its portfolio.
Read the case