Automating 91% of Motor Claims Decisions for a European Insurer

Motor claims were arriving faster than Meridian’s adjusters could assess them. Every claim — even the simplest two-party fender-bender — went through the same manual review: coverage checks, liability assessment, documentation verification.

The result was a growing backlog, resolution times customers found painful, and experienced adjusters spending their days on routine decisions instead of the complex cases that actually needed their judgement.

MintoraX built an AI claims agent that mirrors the decision process of Meridian’s experienced adjusters — using the same criteria and the same claims software they use, integrated directly into the existing claims management system.

The agent works in three stages:

• Intake & classification — analyses incoming claims and identifies those eligible for automated handling
• Automated assessment — evaluates coverage, liability and documentation against defined rules
• Decision & routing — approves straightforward claims, declines those without coverage, and flags anything complex or uncertain for human review

To keep risk controlled, automation was scoped to claims with clear coverage and liability, no fraud or legal indicators, only two parties, and value below an agreed threshold. Everything else goes to a human — by design.

The agent now decides 91% of eligible motor claims automatically, handling thousands of routine claims each month. Average processing time fell 46%, and faster, more consistent decisions pushed Net Promoter Score up 9 points.

Adjusters have been freed to concentrate on the nuanced, high-value cases where human expertise genuinely changes the outcome.