A complete AI transformation of the claims process: an intelligent document processing system for FNOL and supporting documentation, a coverage analysis agent that interprets policy language against claim circumstances, a fraud scoring system using ensemble ML and graph network analysis, and an automated settlement calculation and payment routing system for qualifying claims.

The program was executed in three phases over 14 months. Initial deployment focused on the homeowners claims portfolio, where document types and coverage structures were most standardized. Phase 2 extended to commercial lines. Phase 3 introduced the fraud detection layer and predictive litigation risk scoring.

Average claims cycle time reduced from 18 days to 3.2 days. Straight-through processing rate increased from 23% to 71%. Fraud detection accuracy improved by 48%, recovering $87M in the first year. Customer satisfaction scores moved from the bottom quartile to the top quartile in 18 months. Total operational cost reduction of $134M annualized.