Incoming post agent for insurers
Incoming post finds its own way to the right file. People still make the decisions. How it works at a property insurer handling 6,000 documents a day.
The target values we set for this process during the assessment and track in the monthly report:
Where it gets stuck, what we build and what usually gets in the way
Tools and platforms: Microsoft Foundry, Azure Container Apps, Microsoft Fabric, Microsoft Purview, Guidewire, Entra ID.
Where it gets stuck
Around 6,000 documents reach the post room every day: letters, faxes, emails and photos of damage. Each one has to be linked to a policy and a case. If it ends up in the wrong file, it travels round the building for three days before anyone finds it. Meanwhile a scratched bumper waits in the same queue as water damage in a block of flats.
How we build it
The agent looks at every document and works out what it is. It finds the right policy and case and files it there. For claims, it also checks whether cover is in place and which excess applies. For standard cases below the insurer's threshold, it drafts a settlement proposal, and claims handlers review and approve these together each morning. If the agent isn't confident enough about a match, the document stays with the post room, just as it does today. The data sits in a Fabric Lakehouse. Purview labels the health data, and roles in OneLake keep it separate from the policy data, so the agent only sees what it is allowed to see.
What usually gets in the way
Agents are worse at reading handwritten policy numbers on letters than you might expect. In the end, name, address and date together are more useful than the number. Which is exactly how a person does it.
What will internal audit say about a machine writing settlement proposals?"
Internal audit gets the log. It lists every document, every match and every proposal, with source and confidence, and against each proposal the name of the person who approved it. No claim is settled without approval, and we can show that line by line.
Shall we talk about your first process?
In a Short Assessment we sit down with your business team and IT and look at one process together. You leave with a clear target design and an effort estimate we stand behind. Free of charge.
