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Industries / Policy and claims orchestration

Move every policy and claim to the next valid action.

Connect conversations, documents, policy data, assessment, approvals and human judgement in one traceable process from first notice to resolution.

Redesign a claims or service process
An insurance process branching through evidence, approval and action
InsuranceIndustry process system

A realistic operating journey

Design around the work that must finish.

Coverage, liability, fraud and settlement decisions require explicit rules, evidence and accountable human review.

  1. 01

    Capture

    Collect intent, identity, event detail and evidence across any channel.

  2. 02

    Enrich

    Retrieve policy, history, documents and third-party data.

  3. 03

    Orchestrate

    Route assessment, approvals, suppliers and customer updates.

  4. 04

    Resolve

    Complete payment, repair, decline or specialist handling with a full audit.

Capability pattern

Channel, context, decision and action together.

First notice anywhere

Voice, Web Chat, messaging, forms, email and partner APIs.

Document intelligence

Extract, classify, cite and review evidence and policy content.

Long-running claims

Waits, callbacks, approvals, suppliers and exceptions survive over time.

Failure-demand analysis

Find delay, repeat contact, leakage and avoidable manual work.

Priority workflow set

Start with repeatable work and a clear human boundary.

AI handles understanding, retrieval and approved actions. People retain judgement, sensitive exceptions and accountable decisions. Every result returns to the data-to-action loop.

  • ↗First notice of loss across voice and digital channels
  • ↗Policy changes, renewals and document requests
  • ↗Claim status, missing evidence and proactive updates
  • ↗Supplier, assessment, approval and settlement coordination

Published peer evidence

26%

faster call handling

Tower reported a 26% improvement in average call handling time and 8,200 hours saved after its cloud contact-centre transformation.

External peer evidence—not a retink.ai customer result. Source checked 2 September 2026.

Read AWS customer story ↗

Outcome direction

Measure the operating change.

  • ↗Faster claim progression
  • ↗Less manual rekeying
  • ↗Proactive customer updates
  • ↗Traceable decisions
Typical connectionsPolicy administrationClaims platformsDocument storesPaymentsSuppliersFraud tools

No generic transformation deck

Bring one real journey. We’ll work from baseline to operating design.

Redesign a claims or service process