An insurance agency slashed manual data entry by 80% and improved customer response times by integrating Make and Claude AI for claims intake and communication. This workflow automation delivered faster service and a seamless client experience.

By connecting Make’s automation platform with Claude AI for document processing, the agency eliminated repetitive tasks and ensured prompt, personalized follow-ups. Flow Genius specializes in building these solutions—read on to see how this transformation worked, step by step.

The Challenge

Insurance agencies face mounting pressure to process claims quickly while keeping clients informed. Manual claims intake often means staff spend hours retyping data from forms and emails, leading to delays, errors, and frustrated customers. According to McKinsey (2024), 60% of insurance leaders cite manual workflows as their top bottleneck.

One mid-sized agency struggled with slow claims processing and inconsistent customer communication. On average, it took two days to acknowledge a new claim and up to a week to provide status updates. Staff spent 30+ hours weekly on data entry alone.

The Solution

Flow Genius partnered with the agency to deploy a workflow automation solution using Make for process orchestration and Claude AI for document understanding. This integration enabled automatic extraction of claim data from emails and PDFs, seamless entry into the agency’s CRM, and AI-powered follow-up messages tailored to each client.

With this setup, claims were processed in minutes, and clients received instant, informative responses—without manual intervention.

Implementation Steps

1. Mapped the agency’s current claims intake process, identifying all manual touchpoints. 2. Connected Make to the agency’s email inbox and CRM, creating triggers for new claim submissions. 3. Integrated Claude AI to extract relevant data (policy number, claimant info, incident details) from incoming forms and attachments. 4. Configured Make to auto-populate the CRM with extracted data and flag incomplete submissions for review. 5. Set up automated, AI-personalized email responses and status updates, ensuring clients were informed at every stage. 6. Tested the workflow with sample claims, refining extraction accuracy and message tone. 7. Trained staff on monitoring the new system and handling exceptions.

Results

The agency reduced manual data entry by 80%, freeing up 24 staff hours per week. Average claim acknowledgment time dropped from two days to under 10 minutes. Automated follow-ups boosted client satisfaction scores by 25% (internal survey, Q1 2024). Error rates in claim records fell by 60%. Staff reported higher morale, focusing on complex cases rather than repetitive tasks.

A mini case study: One client submitted a claim on a Friday evening. Previously, this would have sat untouched until Monday. With the new workflow, the client received a personalized confirmation within minutes, and the claim was processed before the weekend ended.

Key Takeaways + CTA

Automating claims intake and customer communication with Make and Claude AI delivers dramatic efficiency gains for insurance agencies. The right workflow automation not only reduces manual work but also elevates the client experience and staff satisfaction.

Ready to transform your agency’s operations with AI integration and workflow automation? Contact Flow Genius to learn how: https://flowgenius.ai

FAQ

How does Claude AI process claim documents? Claude AI uses advanced natural language processing to extract key data from forms, emails, and PDFs, reducing manual entry and errors.

Is Make compatible with most insurance CRMs? Yes, Make offers integrations with many popular CRMs and can connect to custom systems via APIs.

What’s the typical ROI for automating claims intake? Most agencies see a return on investment within 3–6 months through labor savings, faster processing, and improved client retention.

Can this workflow handle exceptions or complex cases? Yes, the system flags incomplete or unusual submissions for human review, ensuring accuracy and compliance.

For more insights or a custom automation assessment, visit Flow Genius at https://flowgenius.ai