Context: Claims processing time is an execution signal across Life Insurance, P&C, and Reinsurance & Brokers. Cycle times stretch when ownership is unclear, handoffs accumulate, and decisions wait for manual review.

Challenges: Adding capacity, enforcing SLAs, or pushing teams to move faster only shifts work downstream. Claims still pause between steps, escalations occur late, and exceptions are handled after queues have already formed.

Solution: The Claims Processing Guidance Agent, an AI agent built using Microsoft Copilot Studio, intervenes when assignment lags first notice of loss, when reviews exceed defined thresholds, or when handoffs stall progression, ensuring decisions happen on time without replacing adjuster judgment.

Impact: Insurers see claims processing time improve as ownership is established early and decisions are made without delay, with faster cycle times following from removing delay rather than working harder.