Case study · Meridian Claims Insurance
A multi-agent claims triage system at Meridian that auto-resolves 92% of incoming property claims under $25k. Built in 14 weeks. Live for 11 months.
Meridian's claims triage team spent their days routing claims, requesting documents, checking policy coverage, and assigning to adjusters — work that was rules-based, repetitive, and impossible to scale during weather events.
During Hurricane Mara in 2024, claim cycle time spiked from 4 days to 17. Customers churned. Leadership greenlit an AI build with a hard SLA: cycle time under 24 hours regardless of volume.
Rather than a single 'claims agent,' we built five specialists: an intake agent (parses FNOL), a coverage agent (checks the policy), a fraud agent (scores against patterns), an estimation agent (applies the rate book), and a routing agent (assigns or auto-pays). One orchestrator coordinates them with a written rubric and a human-in-the-loop checkpoint.
Anything over $25k or with a fraud score above threshold gets human review. Everything else is auto-resolved end-to-end with full audit trail.
Our v1 was a single agent with all five tools. It worked 71% of the time. v2 — the same logic, decomposed into five specialists with one orchestrator — hit 92% on the same eval set. The reason: each specialist had a tighter rubric and could fail fast without poisoning the others.
We also learned that compliance auditors trusted the multi-agent version because they could read each specialist's reasoning independently. Single-agent traces were too tangled to certify.
Eleven months in, the system auto-resolves 92% of claims under $25k. Average cycle time is 6 hours, including overnight. During Hurricane Lila in 2025, the system held its SLA at 17 hours peak — a 41x improvement over the prior year's manual response.
Meridian retained 8 of the 40 triage staff in higher-skill SIU and complex-claim roles. The remaining $3.8M annual opex was redirected to product and underwriting tech.
“Five agents replaced a forty-person triage team. We still double-check the numbers because they seem impossible.”
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