The challenge
Complex insurance claims required significant human assessment and routing, creating delays and customer friction.
Insurance
Aviva
Faster claims. Better decisions. Less friction.
AI introduced into the claims journey to support liability assessment, routing and repair decisions.
- 23 days
- 30%
- 65%
- 7×
Real-world AI transformation
The opportunity
AI could support claims decision-making, routing, damage assessment and repair-shop selection.
The transformation
AI models were introduced into the claims journey to help teams make faster and more accurate decisions.
The outcome
Faster assessment, better routing, fewer complaints and improved customer experience — including a threefold increase in the use of recycled parts.
What Merjora reads from this
The value did not come from replacing adjusters. It came from removing the delay between a case arriving and the right person seeing it with the right context.
What could this look like in your business?
The same patterns — routing, drafting, triage, reporting — exist in almost every operation. Merjora finds where they sit in yours and estimates what they are worth.