Case study · Insurance Services
Turning insurance correspondence chaos into a reviewable queue
An operations team needed to stop losing high-volume requests in inboxes and handoffs while still keeping supervisors in control of risk-sensitive items.
74% faster first-touch triage91% auto-routing rateShared audit trail
The bottleneckThe bottleneck was not writing responses. It was the manual classification and forwarding work that happened before the right operator could even touch the request.
- Every mailbox review started from scratch with little shared prioritization
- Work bounced between servicing, compliance, and claims depending on the request
- Urgent items were easy to miss when the entire queue looked the same
What we builtRed6 built a correspondence intake layer that classified inbound requests, scored urgency, enriched the request with source context, and routed edge cases to a visible exception lane.
- Unified request capture across shared inboxes and policy-servicing channels
- Priority scoring based on request type, SLA pressure, and attachment cues
- Suggested routing to the right team with rationale visible to supervisors
- Human review trigger for low-confidence cases and high-risk communication types
74%
Faster first-touch triage
Measured from message arrival to assignment into the correct work lane
91%
Auto-routing rate
Routine requests moved without supervisor intervention
1 queue
Shared audit trail
Replaced fragmented mailbox ownership and ad hoc forwarding
Next step
Need to get your servicing and claims inboxes under control?
We can map the first-touch workflow, show where triage is slipping, and scope a routing layer that works with the systems your team already uses.
