Description

A focused course, tailored for you

Building a Claims Operations Modernisation Programme (FNOL + AI Triage + Severity + Subrogation + Customer Experience)

Build the claims operations modernisation programme in 12 weeks. FNOL automation + AI triage + severity prediction + subrogation discovery + customer experience.

Claims operations is where P&C insurers actually defend combined-ratio. Modern claims programmes integrate FNOL automation, AI triage, severity prediction, subrogation discovery, and customer experience. Programme managers who can build the integrated programme directly own the next combined-ratio improvement cycle. Here is the 12-week build.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

P&C insurers face combined-ratio pressure. Loss-ratio improvement requires claims operations modernisation: faster FNOL (first notice of loss), better triage and assignment decisions, more accurate severity predictions, smarter subrogation discovery, and customer experience that drives retention.

Most carriers run these as separate workstreams. Programme managers that can build the integrated claims operations modernisation programme directly own the combined-ratio improvement.

This course teaches the 12-week build of an integrated claims operations modernisation programme: FNOL automation, AI-augmented triage, severity prediction, subrogation discovery, customer experience integration, regulator engagement, and the executive engagement model. Twelve modules with deliverables. Plus a hand-built implementation playbook for your carrier's specific lines of business.

What you walk away with

A documented FNOL automation architecture.
An AI triage model and operating workflow.
A severity prediction methodology with bias monitoring.
A subrogation discovery framework.
A customer experience integration design.
A regulator engagement framework.
An executive engagement model.
A 12-week build plan.

The 12 modules

Module 1. Claims operations modernisation landscape 2026

Detailed walkthrough of P&C claims modernisation drivers: combined-ratio defence, severe-weather claims surge, AI capability adoption (LLMs for unstructured-data extraction, computer vision for damage assessment), regulator AI guidance (NAIC AI Bulletin, Colorado SB21-169, Connecticut Bulletin MC-25, NYDFS Circular Letter No. 7), customer-experience benchmarks, and peer-carrier modernisation programme status.

Module 2. FNOL automation architecture

Build the FNOL automation architecture: omnichannel intake (phone, app, web, agent portal, telematics), AI-driven first-touch resolution for low-severity cases, automated initial reserve setting, dispatch decision support, and the integration with policy administration. Three FNOL architecture patterns from peer carriers.

Module 3. AI triage model and workflow

Build the AI triage model and operating workflow: claim-complexity scoring, fast-track candidate identification, fraud-signal detection at triage, adjuster-assignment scoring (skill match + capacity), special-investigation-unit referral triggers, and the human-in-loop override workflow. Three AI triage patterns from peer carriers.

Module 4. Severity prediction methodology

Build the severity prediction methodology: feature engineering for severity (claim characteristics, customer history, geographic, weather, third-party data), model architecture (gradient-boosted ensemble + neural), prediction calibration, bias monitoring across protected classes (Colorado SB21-169 requirement), explainability for reserve-setting defensibility, and the regulator-engagement readiness.

Module 5. Subrogation discovery framework

Build the subrogation discovery framework: AI-driven subrogation opportunity identification, third-party-liability assessment, evidence-collection workflow, recovery-tracking, vendor partnership for complex subrogation (Wilson Elser, others), and the integration with reinsurance recoverables. The framework that captures subrogation recoveries that traditionally leak.

Module 6. Customer experience integration

Build the customer experience integration: customer-communication workflow during claim, claim-status transparency, vendor coordination (rental car, body shop, contractor), proactive-update cadence, customer-effort-score measurement, and the integration with retention model. The customer experience that drives renewals.

Module 7. Litigation management and defence-cost containment

Build the litigation management and defence-cost containment: representation decisions, panel-counsel management, defence-cost tracking, settlement decision support, and the integration with reinsurance considerations. Litigation costs are a growing share of LAE; the framework that controls them.

Module 8. Catastrophe response model

Build the catastrophe response model: surge-capacity planning, contract-adjuster mobilisation, AI-driven damage assessment for catastrophe claims (satellite imagery + drone + computer vision), customer-communication during catastrophe, and the regulator-engagement during widespread loss events. The model that survives hurricane and wildfire seasons.

Module 9. Regulator engagement framework

Build the regulator engagement framework: NAIC AI Bulletin alignment for claims AI models, state-DOI claims-handling complaint patterns, market-conduct examination readiness, EU AI Act for European exposures (claims AI is high-risk under Article 6 + Annex III), and the state-specific overlays (CA Insurance Code, NY Reg 64). Three regulator engagement playbooks.

Module 10. Data and analytics architecture

Build the data and analytics architecture: claims-data ingestion (operational + carrier-data + third-party data), real-time feature serving for triage and severity prediction, model-monitoring infrastructure, claim-outcome telemetry, and the integration across claims and underwriting platforms. Three architecture references.

Module 11. Executive engagement and board reporting

Build the executive engagement: CCO partnership (claims leadership), CUO partnership, COO partnership, CRO partnership, CFO partnership (combined-ratio), and the board-of-directors reporting cadence. Claims metrics the board reads: combined-ratio contribution from claims (severity, frequency, LAE), customer-effort-score, AI triage performance, subrogation recovery rate.

Module 12. Your 12-week build plan

Week-by-week plan with weekly deliverables. Weeks 1-2: claims modernisation landscape + FNOL automation architecture. Weeks 3-4: AI triage model + severity prediction methodology. Weeks 5-6: subrogation discovery framework + customer experience integration. Weeks 7-8: litigation management + catastrophe response model. Weeks 9-10: regulator engagement + data and analytics architecture. Weeks 11-12: executive engagement + programme launch. Deliverable: full integrated claims operations modernisation programme.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Module 1 covers the landscape.

Modules 2 to 6 produce FNOL, AI triage, severity prediction, subrogation, and customer experience.

Modules 7 to 8 cover litigation and catastrophe response.

Modules 9 to 10 cover regulator engagement and data architecture.

Module 11 covers executive engagement.

Module 12 covers the 12-week build plan.

What you get with this course

The 12-module course delivered as text plus downloadable templates.
Templates for FNOL automation architecture, AI triage workflow, severity prediction methodology, subrogation discovery framework, customer experience integration, litigation management, catastrophe response model, regulator engagement framework, data architecture, executive engagement.
A hand-built implementation playbook generated for your carrier's specific lines of business.
Three worked examples of claims modernisation programmes at peer P&C carriers.
Scripted talking points for the CCO and CUO conversation.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: Programme charter scaffold drafted.

Week 4: FNOL automation + AI triage operating.

Week 8: Severity prediction + subrogation discovery operational.

Week 12: Full integrated programme launching.

Before and after

Before

Your carrier runs FNOL, triage, severity, subrogation, and customer experience as separate workstreams. Combined-ratio improvement is slower than peer benchmark. CCO is asking for integrated programme.

After

An integrated claims operations modernisation programme is operating. FNOL is automated. AI triage is in production. Severity prediction is validated and bias-monitored. Subrogation discovery captures previously-leaking recoveries. Customer experience drives retention. CCO and CUO partner on combined-ratio improvement.

What happens if you do not address this

Carriers running fragmented claims modernisation lose to integrated peers. AI triage and severity prediction become competitive necessities, not differentiators.

Who it is for

For claims operations managers, claims modernisation programme owners, COO offices, and CCO offices at P&C carriers.

Who this is NOT for. Pure research roles. Firms not in insurance operations. Life and health carriers (this is P&C-specific).

How it arrives

Text-based course via LMS, plus downloadable templates and the hand-built implementation playbook.

Time investment. Roughly 22 hours of reading and 200 to 400 hours of team effort across the 12-week build.

Why $199 is the right number

External claims modernisation consultants charge $500K-$3M for programme builds. Big4 insurance advisory engagement runs $1M-$5M. Specialist claims-tech firms (Snapsheet, Hi Marley, EvolutionIQ, Tractable) charge $300K-$1.5M. $199 buys the focused playbook plus the implementation document for your carrier's specific lines of business.

FAQ

Will this replace hiring a claims modernisation consultant?

Partially. It teaches the programme build. You may still want specialist input for vendor selection in computer vision or AI triage.

What if my carrier is commercial-lines focused (not personal)?

Modules 3-4 cover commercial-lines variants.

Does this cover medical-bill-review AI as adjacent?

Module 4 covers medical-bill-review for bodily-injury claims.

What about subrogation-as-a-service vendors?

Module 5 covers vendor partnership patterns.

What is in the implementation playbook for me specifically?

FNOL automation architecture tailored to your carrier's intake channels; AI triage model design matched to your line-of-business mix; a 12-week build plan.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.