An illustrative scenario for a motor insurer with claims intake across phone, web and app channels.
The morning before
A claim reported on a Tuesday afternoon doesn't get looked at until someone has time to key it in from whichever channel it arrived on, phone, web or app, each handled a little differently depending on who picks it up.
Image, the morning beforeA photo or illustration of what this looks like today, before any of this runs.
How this could run
Not a feature list. The actual sequence, from the moment the case lands to the moment someone signs it.
- 01
Every channel feeds one intake
Phone, web and app claims are captured and structured the same way, without templates.
- 02
Complex or high value claims route themselves
Anything above the threshold reaches an adjuster automatically, without waiting in a general queue.
- 03
Straightforward claims move immediately
The rest proceed without ever needing a person to notice them first.
Image, inside Zen StudioScreenshot of a Zen Studio canvas configured for a workflow like this one.
What doesn't change
An adjuster still reviews every complex or high value claim. Automation decides what counts as routine, not what counts as approved.
What this could mean
Illustrative, based on the shape of a workflow like this one. The real number depends on the case, the team, and how it's configured.
48 hours → 15 minutesFNOL processing time
90%+Claims auto-classified without manual review
Image, inside Zen PilotScreenshot of the Zen Pilot dashboard or explainability panel for a run of this workflow.
Where this lives in the platform
For a head of claims operations, a workflow like this starts as a conversation with Zara, describing the process in plain language and getting a first draft of the team back in the same session. Zen Studio is where engineering opens that draft, sets the guardrails node by node, and versions it before it goes live. Zen Pilot is where it actually runs, and where anyone can watch a case move through it in real time, node by node, with the reasoning attached.
