Claims handler and their teams
The people who run the busiest step need claims automation to work on a normal Monday, not only in a demo with clean data.
Talk about your teamInsurance
Claims automation
Intimation to settlement with clear trails.
- 01
Intimation
Intimation built for how insurance teams actually work.
- 02
Documents
Documents built for how insurance teams actually work.
- 03
Settlement
Settlement built for how insurance teams actually work.
- 04
Reporting and MIS
Daily and weekly views built on the same records the team already maintains, so underwriting, claims and agent-support teams stop rebuilding spreadsheets before every review.
The bigger picture
Claims automation, in practice.
Claims automation is a workflow problem before it is a software project. Intimation to settlement with clear trails. The useful question is not which features to buy, but where policies and claims stop matching what the claims handler actually does.
Insurance teams usually run the day across policy admin, claims registers and agent spreadsheets, with agent portal filling the gaps between them. The symptoms are familiar: Documents arrive in different formats and status is only known by asking the handler. That usually points at a handoff that was never designed - not at a missing dashboard.
Our starting point is the claims handler who owns the busiest step. We observe the work, write down where information is retyped, and choose the smallest release that removes the worst of it. Success is measured against claim turnaround and renewal conversion, and everything is handed over with documentation your team can follow.
The scope below is a starting point, not a fixed script. If your operation needs something the list does not cover, we will say whether it belongs in the first release or in a later phase - and what we would leave out to keep the first release honest.
The challenges we address
Claims move through email
Documents arrive in different formats and status is only known by asking the handler.
Renewals are missed
Reminder logic sits in a spreadsheet and depends on manual review.
Agent visibility is limited
Agents cannot see commission or lead status without calling the office.
Policy changes are error-prone
Endorsements are applied in more than one place, and reconciliation is manual.
Audit trails are thin
Document versions and approval decisions are not reliably recorded.
Reporting depends on individuals
Preparing a review means exporting from policy admin and reshaping it by hand, so the numbers are always a little behind the decision.
Ownership is unclear
When a step fails, underwriting and the next team both assume the other one owns the fix.
Changes are not traceable
There is no dependable record of who changed claims or why, which is exactly what an auditor asks for first.
Who this is for
Built around
the people who use it.
Multi-location insurance operators
Teams that need the same process, permissions and reporting across sites without a manual consolidation exercise at month-end.
Teams outgrowing spreadsheets
You have added people and volume, and the spreadsheet that once worked is now a risk that only one person fully understands.
Operations leaders standardising process
Leaders who need policy-to-claim to behave consistently when a new hire, a new branch or a new client joins.
In-house IT and engineering teams
Teams that want a partner to ship the first release, document the decisions and leave a codebase they can extend.
Compliance and audit owners
People who need evidence on demand: who accessed what, which approval was given, and how long records are retained.
Founders shipping a first release
Small teams that need working software in weeks, with a scope they can defend to a client or an investor.
Teams migrating from a legacy tool
Organisations replacing agent spreadsheets without pausing the business or losing historical policies.
Inside the scope
Less friction. More connected work.
Explore what goes into claims automation.
Your business. Your keys.
Source code
Hosting
Accounts
01Intimation
Intimation built for how insurance teams actually work. In practice this is the step the claims handler relies on when policies must be right the first time.
02Documents
Documents built for how insurance teams actually work. In practice this is the step the claims handler relies on when claims must be right the first time.
03Settlement
Settlement built for how insurance teams actually work. In practice this is the step the claims handler relies on when renewal notices must be right the first time.
04Reporting and MIS
Daily and weekly views built on the same records the team already maintains, so underwriting, claims and agent-support teams stop rebuilding spreadsheets before every review. The measures are chosen with you - typically claim turnaround and renewal conversion - and reviewed against a baseline agreed at kickoff.
05Roles, permissions and audit trail
Access is granted by role and location, with a record of who viewed or changed policies. Sensitive approvals are separated from routine edits, and break-glass access is logged so an urgent exception does not become an invisible one.
06Data migration and reconciliation
Existing policies, claims and balances are inventoried, mapped and imported in a dry run before switchover. You get a reconciliation report and a read-only window on the old system, so a question about an old record does not stall the rollout.
07Integrations and notifications
Documented connections to claims registers and agent spreadsheets, plus agent portal for reminders and updates. Each integration has an owner, a failure mode and a retry path, instead of a webhook that silently stops delivering.
08Exception handling and alerts
Rules flag the exceptions that matter - missing documents, stalled approvals, renewal conversion outside threshold - before they turn into month-end surprises. Alerts route to a named person or queue, not to a shared inbox.
How we work
A clear path from start to finish.
BuildMade for your needs
ReviewReady for real use
LaunchSet up & handed over
- 01Week 1-2
Observe the real workflow
We sit with underwriting, claims and agent-support teams and follow policies through the day. The output is a one-page map of who touches what, where information is retyped, and which handoff causes the most friction.
- 02Week 2-3
Scope
Agree outcomes and success measures. We agree the success measures - usually claim turnaround and renewal conversion - and write down what is explicitly out of scope for the first release.
- 03Week 3-5
Build
Ship in short, reviewable increments. The build is reviewed in short increments with a staging link, so feedback is based on working software rather than a slide.
- 04Week 5-6
Integrate and migrate
Connections to claims registers and agent spreadsheets are tested with real data. Existing policies and claims are imported in a dry run, reconciled with your team, then switched over with the old system kept read-only for a defined window.
- 05Week 6-7
Pilot with the busiest team
One team uses the release for real work while the rest of the organisation continues as before. We watch usage, collect objections and fix the first three issues that block adoption instead of defending the design.
- 06Week 7-8
Run
Train the team and monitor adoption. Training is role-based, and the runbook is written for the person who inherits the system rather than for the person who built it.
- 07Ongoing
Handover and support
Code, environments, DNS, credentials and documentation are transferred to your ownership. If you want us to stay, support runs on a defined response window with a named contact and a short feedback loop.
Business value
Designed to make a difference.
Intimation
Treated as a success measure from the first workshop, then reviewed again four weeks after launch and documented against the baseline.
Documents
Tracked in the same operational report the team already reads, so the improvement is visible without a separate study.
Settlement
Written into the handover notes with the baseline, the measurement method and the person who owns the review.
Less manual rework
Fewer retyped policies and fewer reconciliation exercises, because the same record drives the next step instead of being copied into it.
Clear ownership
Each handoff has a named owner and an escalation path, so a stalled item is visible before it becomes a customer complaint.
Reporting you can trust
Daily and weekly views built from the operational record, so claim turnaround is available during the review rather than after it.
Easier audits
Access and approval history for policies is attributable and retained, which shortens internal reviews and external questionnaires.
Lower key-person risk
Documentation and runbooks reduce the number of processes that only work because one person remembers how.
Why Synnotech
A practical approach. A clear outcome.
Your workflow, not a template
We start from how underwriting, claims and agent-support teams work today, then build claims automation around the handoffs that cause the most friction. The roadmap is chosen by evidence, not by a feature catalogue.
One accountable team
Design, build, hosting and support sit under one roof. When something crosses a boundary, there is no vendor ping-pong and no gap where responsibility quietly disappears.
Evidence-first delivery
Every two weeks there is a deployed release and a short written note on what moved, what did not and why. The measures are agreed up front - claim turnaround and renewal conversion - and reviewed after launch.
A clean handover
Code, accounts, documentation and runbooks are transferred to you. Support is a choice you make, not a dependency we design into the system.
Practical compliance
Controls are written into the schema and the interface, with awareness of IRDAI record-keeping expectations and DPDP Act 2023. We do not sell certification, and we do not pretend software alone creates compliance.
What you receive
Built for you.
Ready to be yours.
Scope and success measures
One page that says what ships in claims automation, what does not, and how claim turnaround and renewal conversion will be measured against a baseline.
Workflow and handoff map
A practical map of how policies moves between underwriting, claims and agent-support teams, including the exceptions that never appear in a requirements document.
A working first release
A deployed release covering the core flow, with a staging link, a short walkthrough and a rollback path that has been tested.
Data migration and reconciliation
A dry run, a reconciliation report and a read-only window on the old system, so historical policies remains answerable after switchover.
Integration notes
Documented connections to claims registers and agent spreadsheets, with credentials, failure modes, retry behaviour and an owner for each.
Roles and permission matrix
A readable matrix of who can view, edit, approve and export, including the break-glass path for urgent exceptions.
Operational runbook
Setup, deploy, backup, restore and rollback steps written for your team, including the small details that usually live in someone's head.
Role-based training
Short sessions for underwriting, claims and agent-support teams, with recorded walkthroughs and a one-page cheat sheet per role rather than a generic manual.
Documentation library
Architecture notes, data dictionary, API references and decision records, organised so a new hire can find the reason behind a choice.
Audit and compliance evidence
Access logs, approval trails and retention settings aligned with IRDAI record-keeping expectations, presented in a form your team can hand to a reviewer.
Handover pack
Code repository, environments, domains, credentials and third-party accounts transferred with a checklist both sides sign.
Support plan
A named contact, a response window and a short feedback loop, with monitoring and backup checks included if you choose ongoing support.
The intended outcome
Intimation to settlement with clear trails.
Intimation to settlement with clear trails.
- Intimation
- Documents
- Settlement
Security & compliance
Confidence is
part of the build.
Role-based access with per-module permissions and an audit trail for every view and edit of policies.
Encryption in transit and at rest, with a documented key-management and retention process aligned with IRDAI record-keeping expectations.
Consent and data-sharing rules that reflect how policies is collected, used and shared across teams.
Configurable retention for policies and claims, including a defensible deletion process.
Separation of duties for sensitive approvals, with break-glass access that is logged and reviewed.
Backups, restore drills and a written incident-response path, rather than an untested assumption that recovery works.
Awareness of DPDP Act 2023 and grievance-handling requirements, applied to the scope of the system rather than claimed as a certification.
How long does this take?
Most engagements start with a 4-6 week first release.
How long does a first release take?
Most engagements ship a working first release in 4-6 weeks. The exact window depends on how many systems need to connect and how clean the existing policies is. We agree the first release in writing before work starts.
What does an engagement cost?
Most first releases are a fixed fee with a fixed scope, agreed after the discovery workshop. Later phases are priced separately so you can stop, continue in-house or bring in another partner without renegotiating the whole programme.
Can you work with our existing systems?
Yes. We start with a short audit of policy admin, claims registers, agent spreadsheets and the data that moves between them. Where an integration is missing, we document the workaround and decide whether to build a connector, change the process or leave it alone.
Who owns the code, accounts and data?
You do. Repositories, cloud accounts, domains, credentials and third-party subscriptions are transferred at handover, along with the documentation needed to operate them without us.
How do you handle data migration?
We inventory the sources, define merge rules for policies, run a dry-run import, reconcile counts with your team and only then switch over. The old system stays read-only for a defined period, so an old record can still be checked.
How involved does our team need to be?
Expect one working session per week with the people who own the process, plus a short review at the end of each increment. The claims handler who uses the system every day is the most important reviewer, not the steering committee.
Can you host and support it after launch?
Yes, on a monthly retainer with a defined response window, monitoring, backups and a named contact. Support is optional; the handover is designed so you are not locked in.
What happens after launch?
We review claim turnaround and renewal conversion against the baseline, fix the issues that block adoption, and agree a short list of next modules. The next phase is chosen by measured value rather than by the original roadmap slide.
Why not buy an off-the-shelf product?
If a product fits the way underwriting, claims and agent-support teams work, we will say so. A custom build makes sense when the workflow is a competitive advantage, when integration is the hard part, or when the available tools force a process your team does not actually want.
Let's work together
Let's talk claims automation.
Tell us what you are building or what needs to work better. We will help you define the next step.