Scaling claims operations while harnessing AI, automation, and real adjuster insights is not easy but Branch is doing just that. Returning for a second time to FNO: InsureTech, Chief Claims Officer Charlie Wendland provides an in-depth update on how Branch's claims team has intentionally built and evolved a fully in-house claims process focused on solving genuine adjuster pain points rather than chasing flashy tech trends. This episode explores how Branch leverages voice powered AI for FNOL, sophisticated fraud detection techniques, and large language model driven letter generation to streamline workflows. By involving adjusters closely in pilot programs, Branch ensures technology adoption is practical, meaningful, and impactful, pushing the boundaries of what a modern claims team can achieve.
Key Highlights:
- Branch is a fully licensed insurance carrier operating as a reciprocal exchange. It bundles auto, home, and renters' policies with an emphasis on speed and simplicity.
- The claims operation was built in-house and scaled through intentional, metrics driven process design prioritizing results without dramatically increasing headcount.
- First Notice of Loss (FNOL) is largely handled via Liberate's voice powered AI. Fewer than 30% of FNOL submissions route to a human, and that number continues to decline as users opt into self-service.
- Fraud detection measures include checks for duplicate images and photos pulled from the internet. These filters help fast-track genuine claims and reduce investigation lag.
- Branch uses large language models via its "Letter Gen" tool (developed with Kyber) to automatically draft state specific coverage letters, which are then reviewed by adjusters saving time without sacrificing accuracy.
- Adjusters are included in pilot testing for every new tech rollout. Their feedback directly shapes how tools are adopted and refined creating a smoother, more meaningful change management process.
Quotes:
- "We built our claims operation from the ground up, focusing on efficiency metrics at every step so we could scale without just adding bodies." — Charlie Wendland
- "Fraud detection isn't just about flags it's about giving our adjusters confidence that clear claims can move faster through the system." — Charlie Wendland
- "We're not using technology to replace humans we're using it to relieve them of rote tasks so they can focus on what matters complex problem-solving and real customer care." — Charlie Wendland
