Halmond Mutual
Introduction
Sorting motor claims in hours instead of days
The brief
A claims backlog and a board that wanted a plan
Halmond Mutual handles roughly 46,000 motor claims a year. New claims waited an average of 2.6 days before an adjuster first opened them, simple glass and bumper claims sat in the same queue as injury cases, and customer satisfaction scores were sliding. The board had asked management for an AI strategy, and management wanted one that began with a real problem.
Before
- Claim submitted
- Waits in one queue
- Adjuster opens file
- Reads everything
- Decides route
With Zephyr
- Claim submitted
- Assistant classifies and summarises
- Simple claims to fast track
- Complex claims to senior adjusters
- Adjuster confirms or overrides
What we did
Strategy first, then one use case done properly
We started with a six-week strategy engagement that scored 31 candidate use cases and put claims triage at the top. We then built a triage assistant that reads each new claim file, classifies it by type and complexity, writes a structured summary for the adjuster and routes simple, low-value claims to a fast track with human sign-off. Because Halmond is supervised, we wrote the model-risk documentation alongside the software: intended use, limits, test results, monitoring and the override procedure.
- Opportunity map of 31 use cases
- Business case for claims triage
- Triage and summary assistant
- Fast track for simple claims with human sign-off
- Model-risk documentation and monitoring
- Training for 62 adjusters and team leads
The outcome
Results
4 hours
average time to first touch, down from 2.6 days
38%
of motor claims handled on the fast track
6%
adjuster override rate, reviewed every month
Triage went live for motor claims in March 2024 and for household claims that autumn, built by Halmond’s own team using the same pattern. The override rate is reported to the risk committee monthly and has become the main signal for when the assistant needs attention.
“They told us which twenty-eight ideas not to pursue. That was worth as much as the three we did.”
What was involved
- Opportunity mapping
- Claims system integration
- Model-risk documentation
- Adjuster training
Other projects
All work
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