Lack of Explainability
Friction
Adjusters refused to approve automated claim payouts without seeing the source clause.
Design solution
Engineered split-screen citation views linking every AI claim summary directly to highlighted PDF paragraphs.
Enterprise AI Insurance Claims & Underwriting Copilot
Architected an AI-native workspace for commercial insurance adjusters that analyzes damage photos, extracts policy coverage clauses, and drafts settlement recommendations.
82%
Reduction in average claim processing and review duration
99.4%
Compliance audit accuracy verified by internal underwriting teams
The challenge
Why the previous experience was costing revenue.
Claims adjusters were overwhelmed by 200-page policy PDFs and hundreds of field inspection photos. Adjusters were skeptical of automated AI tools because 'black box' scores did not show the underlying legal evidence, risking massive compliance penalties.
Key decisions
3 fixes that changed the numbers.
All-or-Nothing Automation
Friction
Systems forced adjusters to accept the entire machine prediction or retype everything manually.
Design solution
Built granular inline diff controls allowing adjusters to accept, edit, or reject individual line items.
High-Stakes Error Anxiety
Friction
Adjusters feared liability if an AI hallucination miscalculated payout caps.
Design solution
Designed visual confidence badges: green for clear policy matches, amber for subjective ambiguity.
Results
What changed.
Claims triage time reduced from 45 min → 8 min.
- 82% — Reduction in average claim processing and review duration
- 99.4% — Compliance audit accuracy verified by internal underwriting teams
Durga designed our copilot with so much transparency that even our most skeptical senior underwriters adopted it within days.
— Chief Product Officer, Enterprise Insurtech · Insurtech Global
