Insurance · Customer service

Three emails and five photos become one claim file.

Claims from email, form and messenger are turned by the AI into a complete claim file. The claims handler decides on coverage and payment.

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CompletenessS-26-4471
  1. CausePlumber report missingrequest
  2. Photos3 received, ground floor bedroompresent
  3. Date of loss12 Mar 2026in policy
Claim photoMartin Keller
Customer photo: a collapsed room ceiling with the plaster laths exposed and a large water stain beside itCeiling damagePhoto 2 of 3 · 12 Mar
Escape of water, bedroom ceilingLoss type 94%

Where time goes today.

  1. €4.9bn

    What escape of water cost German insurers in 2024

    More than half of all reported building claims now come from burst or leaking pipes. Each one starts with a notification someone has to read and key in.

    GDV, escape of water 2024, via cash.online (German)

  2. Documents arrive in pieces

    The notification by form, the photos by email, the invoice two weeks later by post. Whoever owns the file puts it together by hand and types it up.

  3. Follow-up questions cost weeks

    If the plumber report is missing, a letter goes out. By the time the answer arrives, the customer has called twice and the case sits with someone else.

One case, step by step.

Claims inboxToday
  • Martin Keller07:48Ceiling collapsed, photos attachedLindenstrasse 14, pipe burst upstairsNew claim
  • Online claim form08:05Storm, roof tiles loosePolicy WG-1987-0412, 2 photosForm
  • Malerbetrieb Fuchs08:22Invoice 2026-118for claim S-26-4398Follow-up

The claim comes as it comes.

By email, online form, messenger or through the broker, with photos, invoices or just a few sentences. The AI reads every channel in one place and matches follow-up documents to the open claim.

Your team decides

Which channels and lines of business are connected.

Claim photoS-26-4471
Customer photo: a collapsed room ceiling with the plaster laths exposed and a large water stain beside itCeiling damagePhoto 2 of 3 · 12 Mar
Escape of water, bedroom ceilingLoss type 94%

The AI reads text and photos.

From the email it takes date, place and course of events; in the photos it recognises the type of loss and the room. It checks capture dates and duplicates along the way.

Your team decides

Above which certainty a result goes on without a person looking at it.

CheckS-26-4471
  1. PolicyWG-2210-3387, Buildings Plusactive
  2. PerilEscape of waterinsured
  3. PropertyLindenstrasse 14matches
  4. CausePipe burst upstairs, no evidenceask

Question to Mr Keller ready as a draft

Policy and completeness at a glance.

The AI finds the policy, compares peril, date of loss and property and shows what is still missing. It drafts the question to the customer at the same time.

Your team decides

Whether to ask or send the case straight to settlement.

Claim S-26-4471Claims system
PolicyholderMartin Keller
PolicyWG-2210-3387
PerilEscape of water
Date of loss12 Mar 2026
Course of eventsPipe burst upstairs, ground floor bedroom ceiling collapsed
OpenPlumber report requested
To claims handler

The claim file is in the system.

Master data, course of events, photos and the open question sit in the claims system and the DMS. The claims handler checks, sends the question and decides on loss adjuster and payment.

Your team decides

Cover, loss adjuster and the amount paid.

What it delivers and what it connects to.

Works with the systems you already use

Who does what.

What the AI takes on

  • Reads notifications from every channel
  • Recognises type of loss and room in the photos
  • Checks policy, peril and completeness
  • Creates the file and drafts follow-up questions

What your team decides

  • Decides on cover and payment
  • Instructs loss adjusters and contractors
  • Talks to the customer in difficult cases
  • Sets which cases go on without a question

Who it fits.

A good fit if

  • Many claims come in by email, form or messenger
  • Reports often arrive incomplete and in pieces
  • Photos and invoices come with the claim
  • Policy and cover live in the policy system

Less of a fit if

  • You handle only a few claims a year
  • Claims are almost all large losses that come through loss adjusters
  • An outside provider handles first notice of loss for you

What it costs

Fixed prices, clear steps.

You know up front what each step costs and what it delivers.

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All prices net. Operation afterwards is from 20% of the project price a year, cancellable monthly. The code and the data are yours.

Built fromDocument IntelligenceData & documentsAI integration

Further reading

All posts
MCP explained: how AI assistants reach your systems and what that means for your ITAI toolsTiemo Timtschenko
Feeding ChatGPT your own data? What a knowledge system does differentlyKnowledge systemsTiemo Timtschenko
Why the AI cannot find your part number: pgvector, Azure AI Search and others compared in plain termsKnowledge systemsTiemo Timtschenko

Frequent questions

Common questions about it.

The questions that almost always come up about this use case.

Does the AI decide on settlement?

No. It prepares the file and shows what fits and what is missing. Whether a loss is covered and what is paid is decided by the claims handler, with every document in the file.

What about edited or old photos?

The AI checks capture dates, duplicates and anomalies in the image data and flags them. Whether there is a suspicion is for your team or your fraud unit to judge.

Is this high-risk under the EU AI Act?

Claims intake in property insurance is not listed in Annex III. What is listed there is AI for risk assessment and pricing in life and health insurance. Transparency and data protection still apply, and we document both. This is an orientation, not legal advice.

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