A top-10 global P&C insurer processed 1.2M claims annually across motor, home, and commercial lines. The FNOL (First Notice of Loss) intake was largely manual — agents transcribed customer reports into the policy admin system, often duplicating effort and introducing transcription errors that slowed assessments and increased leakage.
Mergen integrated ServiceNow CSM with the carrier’s policy admin system (Guidewire) and a custom document-AI pipeline that processes incoming claim attachments — photos, police reports, repair estimates, medical records — extracting structured data and flagging exceptions for human review.
“We’ve looked at FNOL modernization for years. The Mergen team showed us a working triage flow on real claim data within five weeks of starting. That’s what unlocked the executive sponsorship to go enterprise-wide.”
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