Core claims systems are very good at one thing: recording what happened. Every reserve, payment, note and status change is there, with a timestamp. Ask them what should happen next on a claim, and most of them have nothing to say.

Record versus work

A system of record answers “what is true?” A workbench answers “what should I do?” The two need the same data, and most claims organisations bought the first and have been building the second, by hand, ever since — in email, spreadsheets, team chats and the memory of their most experienced adjusters.

flowchart TB subgraph R["System of record"] R1["Claims, features, reserves"] R2["Payments, recoveries"] R3["Notes, documents, status"] end subgraph W["Where the work actually happens"] W1["Email and phone"] W2["Spreadsheets for clocks,
recoveries, large losses"] W3["Supervisor's memory"] end R -.->|"copy and paste"| W W -.->|"key it in later"| R style W fill:#fff4e2,stroke:#f4a03a

Why the gap persists

  • Rules live in code or nowhere. Severity, assignment, fraud indicators and payment checks are either buried in configuration only a vendor can change, or in people's heads.
  • No decision record. The system knows a coverage position was entered. It does not know which facts and rules it rested on.
  • Each product is an island. Underwriting, reinsurance and the portfolio learn about a claim by batch, days or weeks later.
  • AI arrives as a side tool. A chatbot in another window that cannot see the file, or a model that produces a number nobody can trace.

What a workbench has to do differently

NeedHow InsightCW meets it
Say what to do nextThe Claim Workspace narrative and next step; Up next across the desk
Rules people can readThe Rules Studio: severity, fraud, clocks, diaries, coverage referrals, payment controls, recovery, bill review, large loss
A decision recordEvery run's hits, verdict and the facts behind them
Agents that do the work, inside authorityTen claims agents that prepare decisions with sources, capped at ask-first by default
Connected productsSigned claim events to InsightUW, InsightCede and InsightPulse as they happen; the policy from UW as of the loss date
The Claim Workspace for a general liability claim in suit, on demo data
The Claim Workspace on a general liability slip-and-fall in suit (demo data): the hero with the stage strip and the next step (Confirm coverage), the agents’ narrative with Analyze and “What would they do?”, and the key facts.

InsightCW is itself the system of record for claims in the Insight suite — one claims record on Postgres that feeds underwriting, reinsurance and the portfolio. The point is not to replace the record with a workbench, but to stop separating them.

Keep reading

How InsightCW works The Claim Workspace: one page per claim