Claims cycle time monitoring that finds the files going quiet before the customer calls
Stalled claims caught before the customer complains or rental days pile up.
See one case, screen by screen ↓It is watching every open claim for the days it spends waiting, not just its age. Claims Cycle Time Monitoring reads each open property and auto file every morning, works out who it is waiting on and when anything meaningful last happened, and flags the files that will go quiet before they do.
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A file goes quiet while it waits on a supplement, a payoff letter, moisture logs, an independent adjuster’s report or a call back. Nobody owns the wait. The diary still looks busy: a routing note, a voicemail left for the shop, the customer calling to ask for a date — each one resets the task date, so a file with two “left voicemail” notes looks worked.
Meanwhile the meters run. Rental, storage and additional living expense accrue every day the file sits, the rental coverage end date gets closer, and the customer’s second call turns into a request for a supervisor. Supervisors usually find these files in the 30-day file review or in a complaint from the Department of Insurance — both too late to change the outcome.
Estimated split of a claims supervisor’s week spent finding and moving quiet files, by hand and with the solution.
Six agents read every open file each morning and predict which will go quiet; the adjuster acts and the supervisor decides.
Gary Whitlock’s 2022 Toyota RAV4 was rear-ended on I-270 near Hilliard, Ohio; he reported it on 21 September. On Monday 12 October his claim has been quiet for 12 days. Here is what happens next, screen by screen, in the working solution.
Celia’s team carries 318 open property and auto files in Ohio, Pennsylvania and Michigan. Each file is a blip: the angle is who it is waiting on — our desk, a body shop, the insured, a contractor, a field appraiser or IA, a lienholder or mortgagee, a tow or storage yard — and the distance is days since anything moved it. 39 are past 14 days quiet, and files quiet 7+ days cost $2,864 a day.
This morning’s sweep · 06:00: “Read 2,914 activities on 318 open files — 1,087 moved a file; 1,827 were notes, routing or one-way calls.”
Celia moves the time scrubber to +3 days. Files with activity booked snap back toward the centre; files with nothing coming drift outward. By Thu 15 Oct, 48 files would be past 14 days. Gary Whitlock’s blip slides past the 14-day ring, and the radar flags it: nothing is booked to move it.
“AU-26-118804 · Gary Whitlock crosses 14 days quiet on Wed 14 Oct — nothing booked to move it”
The file shows 12 days since anything moved it. The last entry that did was Supplement 1 from Brookside Collision for $2,316 on 30 Sep. Since then: a note routing the supplement to the desk appraiser, a one-way voicemail to the shop, and two calls from Gary — on 9 Oct he asked for a supervisor. Each is marked “does not move it”.
“The diary says “waiting on the shop” — the shop is waiting on us.”
Brookside will not order the back-ordered rear body panel until the supplement is approved, and the supplement is 17th of 41 in Rafael Kim’s queue. The queue is worked largest supplement first, so a $2,316 supplement with a customer in a rental sits behind larger ones with none. Across the board, Rafael’s queue answers in a median 9.8 days and 41% of its 388 supplements since January stalled past 14.
“Our own supplement queue stalls more files than any shop on the board.”
Six agents looked at the file at 06:00, and each step is shown with what it found. Of 23 Brookside supplements that waited on our approval since January, 19 went 14+ days with no meaningful activity, with a median of 16 days to the next. So the file crosses 14 days on Wed 14 Oct, at 83% confidence.
The predictor uses only the waiting party’s pattern, what is booked and the file’s own dates — never the claimant’s personal characteristics.
Gary is in a Crestline Rent-A-Car at $42 a day: day 21, $882 billed, and his policy pays up to $45 a day for 30 days. At the usual pace the repair finishes about Mon 2 Nov — 12 days past his cover. The drafter wrote five steps: Rafael approves the supplement, Owen asks Brookside to order the panel, Owen calls Gary with a date and an apology, Celia extends the rental, and a diary for Thu 15 Oct.
“Step 4 needs you — it is past Owen’s authority.”
One approval and each step lands on the file’s activity trail, with who did it: Rafael approves Supplement 1, Owen sends the panel order and calls Gary — dates given, apology made — Celia extends the rental to repair completion, six days past the limit, and the diary is set for Thu 15 Oct.
Agents draft. The adjuster sends, the desk appraiser approves the supplement and the supervisor decides anything past authority.
Brookside confirms the panel for Mon 19 Oct and the repair for Tue 27 Oct. The quiet clock reads 0 days — “moved today — supplement approved” — and the prediction now reads “No longer going quiet”, with the next expected activity named.
Eight state deadlines fall in the next 14 days, four of them this week. Joel and Amara Nakamura’s water loss in Pennsylvania needs its 45-day status letter by Wed 14 Oct, because DryRight Restoration’s moisture logs are still missing. The letter is drafted to the state’s rule; Hannah Brandt, the adjuster, sends it.
Files past 30 days quiet averaged 20.1 a week in the nine weeks before the radar went live in the week of 21 September; in the week of 5 October there were 12. Martin can switch to days to close on auto or rental days per claim, and open any adjuster’s watch list.
The same morning, seen by the five people who carry the team’s open files — what their week looked like, and what it looks like now.
Six agents read every open file each morning and predict which will go quiet; the adjuster acts and the supervisor decides.
Reads every note, task, document, payment, call and vendor update on every open file each morning, and marks each one as moving the file or not.
Works out who each file is waiting on and since when — and follows the chain when a party is itself waiting on us, such as a shop waiting on our supplement approval.
Predicts when each file will cross 14 and 30 days quiet, from how the party it waits on behaves on closed files and what is already booked — an inspection, a recorded statement, a parts date.
Prices each day of waiting from the rental direct bill, tow and storage invoices and hotel folios, and projects when each policy limit is reached at the current pace.
Tracks acknowledgement, decision, status-letter and payment clocks per state on each file — Ohio, Pennsylvania and Michigan — and drafts the letters.
Drafts the one next step that moves each quiet file — a message, a call script, an approval to ask for, a diary date — and says who must do it, flagging anything beyond that person’s authority.
Approves plans and rentals past the policy days; adjusters send. The agents propose; a named person decides.
Supervisors and adjusters can ask why a file is going quiet, what waiting costs or which letters are due — and the answer opens the screen behind it. Every answer is cited.
Why is Gary Whitlock’s claim going quiet?
It looks like it is waiting on the shop, but the shop is waiting on us. Brookside sent Supplement 1 for $2,316 on 30 Sep and will not order the rear body panel until we approve it. It is 17th of 41 in Rafael Kim’s queue, which is worked largest first. 19 of 23 Brookside supplements like it went 14+ days quiet, so it crosses 14 days on Wed 14 Oct. Gary has called twice and asked for a supervisor; his rental cover ends 21 Oct.
Which quiet files cost us the most each day?
Quiet files cost $2,864 a day — rental $1,234, storage $605, hotels $1,025. The top three are hotels: PR-26-40149, waiting on DryRight Restoration for 8 days, and PR-26-41262, waiting on Keystone Restoration Services for 7 days, at $200 a day each; and PR-26-41452, waiting on Prairie Field Services for 29 days, at $190. Rates are read from the vendors’ bills.
Which status letters are due this week?
Three, all drafted for the adjusters to send: the Pennsylvania 45-day status letter on PR-26-40917 (Nakamura), due Wed 14 Oct; the Pennsylvania 45-day status letter on AU-26-116204 (Castellano), due Thu 15 Oct; and the Ohio written notice that more time is needed on AU-26-117350 (Delgado), due Fri 16 Oct. The Nakamuras are in a hotel at $165 a day while DryRight’s moisture logs are missing.
13 screens from the working solution, on its sample data. Pick one to see it large.
What counts as progress, where the rings sit and who hears about what are settings, changed by the claims operations manager.
| Setting | Default | Choose from |
|---|---|---|
| What resets the quiet clock | A document arrives, a payment or reserve change, an approval or coverage decision, a two-way conversation | Notes, routing between desks, an outbound voicemail or unanswered email, a pushed diary: on or off |
| Alert ring | 14 days | 7 to 30 days, in steps of 7 |
| Prediction horizon | 7 days | 7 · 10 · 14 days |
| Minimum confidence to alert | 60% | 60 · 70 · 80% |
| Morning sweep | 06:00 | 05:30 · 06:00 · 07:00 |
| Who is told | File owner 3 days before a predicted crossing; supervisor at 14 days; customer experience lead at 30 days or a second unanswered call | Each alert on or off |
| Rental beyond the policy days | Supervisor | Adjuster to 30 days; the supervisor beyond |
| Supplements over $2,500 | Supervisor co-approves | Desk appraiser approves; supervisor co-approves |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample claims data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (J.D. Power 2025 U.S. Property Claims Satisfaction Study — satisfaction 762 vs 595 when repairs run past 31 days; 44+ days from first notice to final payment). State rules shown in the solution: Ohio Adm. Code 3901-1-54, 31 Pa. Code §146.6, MCL 500.2006. People, companies, claims and vehicles named on this page are fictional — characters and sample data in the working solution.
It is watching every open claim for the days it spends waiting, not just its age. Claims Cycle Time Monitoring reads each open property and auto file every morning, works out who it is waiting on and when anything meaningful last happened, and flags the files that will go quiet before they do.
An aging report shows how old a file is, and a diary resets on any note. Here only meaningful activity resets the quiet clock — a document received, a payment or reserve change, an approval, a two-way conversation. Internal routing, one-way voicemails, notes and pushed diaries are recorded but do not count.
From the pattern of the party the file waits on — median days to answer and the share of its closed files that stalled past 14 days — and from what is booked, such as an inspection or a recorded statement. Each prediction shows its date, its confidence and the closed files behind it.
Yes. The waiting-on classifier follows the chain, so a file that looks like it is waiting on the shop is shown as waiting on our desk when the shop is waiting on our supplement approval. Our own queues are listed alongside every shop, contractor and lender, with the same measures.
Yes. The cost-of-delay meter prices each quiet day from the rental direct bill, storage yard invoices and hotel folios, and shows each rental against its policy limit. It never extends, ends or cuts a rental; that stays with the adjuster or the supervisor.
The state clock keeper tracks acknowledgement, decision, status-letter and payment clocks on each file under each state’s rules — in the working solution Ohio, Pennsylvania and Michigan — and drafts the status letters. The adjuster reviews and sends them.
Yes. The agents read and draft only. The adjuster sends every message, the desk appraiser approves supplements, and the supervisor approves rentals past the policy days and supplements over $2,500. Every action is on the file’s activity trail.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your claims handling guidelines, authority table, state rules and a sample of open and closed files — and it goes live once every quality gate has passed. We will walk you through it on your own files first.
A coverage position on day one, every answer tied to the policy wording.
1-min demoCatastrophe Claims ManagementSurge claims assigned and moving in hours, with no spreadsheet rosters.
1-min demoFNOL & Claims Triage AutomationEvery new claim sized and on the right desk before an adjuster opens it.
1-min demoWe’ll run Claims Cycle Time Monitoring on a sample of your own open and closed files.