End-to-End Claim Coordination

A European insurance company processes approximately 75,000 property claims per year — water damage, storm damage, fire incidents, and structural claims. Each claim requires coordinating multiple documents and multiple parties: policyholders, contractors, loss experts, and internal teams. This multi-party coordination is the biggest bottleneck — not document intake alone. Mysa automates the entire coordination lifecycle, including image recognition: customers submit photos of damage, and Mysa extracts relevant information automatically, reducing the need for on-site visits.

Property claims require coordination across documents, people, and teams. The average water damage claim involves 4–6 documents from 2–3 different sources:

• •Over two-thirds of claims now arrive complete. Mysa's automated intake and follow-up process means most claims have all required documentation before a human even looks at them — the strongest driver of faster cycle times.
• •Auto follow-ups with everyone involved. Mysa automatically follows up with policyholders, contractors, and experts — not just requesting documents, but tracking responses and escalating when needed, all in the insurer's brand voice.
• •Full visibility for claims teams and customers. Claims teams get automatic tracking across every claim. Customers can submit documents, check their claim progress, and chat with AI for real-time updates.

Mysa deployed its full claims orchestration platform: Document Intelligence for extraction and image recognition, Gap Analysis to identify missing items, and automated communications for follow-up with all parties — coordinated by the workflow engine following the insurer's existing standard operating procedures.

Image recognition reduced the need for on-site visits — customers submit photos and Mysa extracts damage data automatically. Auto follow-ups with all parties — policyholders, contractors, internal teams — eliminated the coordination delays that accounted for most of the cycle time. Customers can now submit documents, track their claim progress, and chat with AI for updates. Average claim resolution time dropped from 23 to 9 days, and customer satisfaction improved by 25%.

“The biggest time sink was coordinating between everyone — customers, contractors, internal teams. Mysa automated all of that, and now customers can see exactly where their claim stands.”

— Claims Operations Lead