Claims Intake & Triage Platform

01 / Business Challenge

• Policyholders abandoned digital forms when errors were confusing or the experience did not work well on phones.
• Photos and PDFs arrived by email and were not reliably tied to a structured claim record.
• Potential fraud and duplicate claims were often reviewed days after intake.
• The legacy policy system was built for batch updates, not the steady stream of activity a modern intake channel creates.
• Leadership required a full audit trail and controlled handoff to the existing policy administration platform—not a rip-and-replace.

02 / Our Approach

How we executed this engagement in practice. The phases below describe the delivery rhythm we use across ServiceNow, custom engineering, and mobile programs.

We separated the problem into two experiences: a public, mobile-friendly intake journey for policyholders and an internal Blazor workbench for adjusters and supervisors. Both use ASP.NET Core APIs. Azure Functions handled callbacks from document extraction services; results landed in SQL Server tied to claim numbers. A triage rules engine prioritized the queue and flagged exceptions for supervisors, while scheduled and on-demand sync jobs kept the legacy system as the official system of record.

• Implemented guided FNOL with progressive disclosure, localization, and accessibility review.
• Integrated document ingestion pipeline with human-in-the-loop correction for low-confidence fields.
• Built adjuster queues with filters, notes, attachments, and SLA timers.
• Added integration adapters and retry policies for nightly and on-demand sync to the core PAS.
• Deployed to Azure App Service with staging slots and database migration discipline.
• Authored operational metrics: intake completion rate, time-to-first-touch, and rework rate.