Missing evidence
Claims wait days for photos, invoices or proof of ownership, often asked for one at a time, sometimes twice.
44%of home claims chased
Insurance
Understand the handoffs, exceptions, and decisions that influence claims resolution.
One claim, traced across five parties
Day 1Policyholder
Claim submitted
Day 2Claims handlerhandoff
Coverage confirmed
Day 6Claims handler
Invoice requested
Day 9Loss adjusterhandoff
Site visit
Day 12Loss adjuster
Coverage re-checked
Day 14Claims handlerhandoff
Requested again
Day 19Contractorhandoff
Invoice → wrong record
Day 20Loss adjusterhandoff
Scope revised
Day 21Senior reviewhandoff
Over authority
Day 21–26 · Senior review
Waiting in the exception queue for 5 days
- Handoffs
- 6
- Coverage checks
- 2
- Evidence requests
- 2
- Days queued
- 5
Claims move between handlers, adjusters, outside firms and several systems. When one stalls or gets reviewed twice, it's hard to say why, and the customer just hears nothing.
Lavora connects your claims platform, policy admin, email, document portal, adjuster apps and payments. It rebuilds each claim's route: where it waited, and who decided what.
Manual handoffs
Referrals and adjuster reports leave the claims platform. Status lives in inboxes and gets re-keyed by hand.
6handoffs on claim C-30418
Duplicate review
Coverage confirmed by a handler, then checked again by another team with nothing new to go on.
38%re-checked by a second team
Opaque decisions
Exceptions queue for senior review, but the reasons and the evidence reviewers need are scattered.
5 daysqueued on claim C-30418
See how claims split between straight-through handling, evidence chases and exceptions. Switch claim type, or click any step to see who owns it and how long it takes.
- Straight-through
- 476/ 1,000
- Waited on evidence
- 440/ 1,000
- Reached exception review
- 301/ 1,000
- Settled by day 60
- 865/ 1,000
Intake
Documents
Coverage
Assessment
Exception
Approval
Outcome
Every route 1,000 claims took. TapClick any step for details.
waiting / rework human judgement
An average cycle time hides the claims stuck waiting on evidence, referrals and senior review.
Lavora compares paths, not averages, and shows what pushed each claim off the fast path.
Days from first notice to settlement
Each dot is one claim · bar = middle 50% · tick = median
Straight-through
Complete, desk-assessed, in authority
7.3d
baseline
Evidence chase
Waited on missing documents
18.5d
+11.2d
Coverage query
Referred to underwriting
21.4d
+14.0d
Adjuster + exception
External assessment and senior review
48.1d
+40.8d
Why claims reach exception review
Share of exception cases · recorded triggers
- Reserve above handler authority46%
- Adjuster scope change21%
- Coverage interpretation14%
- Complaint logged11%
- Fraud indicator raised8%
Most exceptions are about authority, not doubt. A better-prepared file could shorten the queue without changing who decides.
Triage is repetitive, so it's tempting to hand it all to AI. But a misrouted complex claim can go unnoticed until the customer complains.
AI suggests a category and the handler confirms or overrides it. Lavora tracks overrides, samples quality, and sends high-value or uncertain claims straight to a person.
Home · reported via portal · photos attached
Water through kitchen ceiling
Suggested by triage assistant
- Category
- Escape of water, internal
- Complexity
- Standard
- Confidence
- High
- Suggested route
- Desk assessment
- Description mentions burst pipe under upstairs bathroom
- Photos show internal ceiling staining
- Policy includes escape-of-water cover
Decision log · this queue
0 of 3 reviewed by a handler
Suggestions never move a claim on their own. Every confirmation and override is logged for quality review.
Override rate on AI suggestions
observed11.8%
Highest for disputed motor liability (24%), so suggestions there show as low confidence.
Sampled quality review
policy5% of AI-assisted classifications re-checked weekly by a second handler. Agreement in the latest sample: 94% (observed).
- modelled£15,000reserve and above
Claims / week to second review
70 of 420
Reviewer time / week
≈ 53h
Always decided by people
- Declines
- Disputed liability
- Fraud indicators
- Vulnerable customers
- Complex commercial losses
Design partners
Bring us the claims journey that frustrates your team most. We'll work out together where it slows down, and you'll help shape what Lavora builds next.
Explore an insurance design partnership
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