Applied AI & Automation
ClaimRight
Building internal capability for a complex ocean-transport claims process.
Created the agent from the initial concept through configuration, testing, stress testing and progressive adoption.
estimated time saved / applicable claim
value recovered in selected claims
The context
Ocean-transport claims involved repetitive copying, templates and manual steps. When carriers raised technical or legal arguments, the team also needed a stronger knowledge base to assess the response and prepare its next action.
The approach
I configured ClaimRight with ocean-transport context, internal procedures, relevant rules, templates and predefined prompts.
The agent helped initiate process steps, prepare communications and make process knowledge easier to access, including for new team members.
It supported the team in examining technical and legal arguments and preparing responses. It was built as decision support for the people handling claims.
Initially a personal tool, it was adopted by my team, other teams and then Markets as its practical value became clear.
What changed
- Approximately one hour saved per claim in applicable cases, based on my estimate.
- Selected claims achieved full recovery of the claimed value.
- The team handled more claims internally and reduced reliance on paid external claims support.
- More consistent communications and easier access to process knowledge for colleagues and Markets.
The opportunity was to combine process knowledge and AI to make a difficult task easier to handle well.