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Case Study: INSHUR Cuts Claim Email Handling Time in Half with Five Sigma’s Clive™ AI

3 MINUTE READ

INSHUR: A Leader in Insurance Solutions for the On-Demand Economy 

INSHUR is a leading provider of commercial auto insurance, purpose-built for the on-demand economy. As one of the UK’s top insurers in the rideshare and delivery space, with over 1 million policies sold and more than 25 million driver-hours covered on their innovative usage-based product, INSHUR has redefined how professional drivers get insured. 

INSHUR’s technologically-led and digital-first model is designed to provide a seamless, customer-centric experience. This commitment to technological excellence led INSHUR to be an early adopter of Five Sigma’s Claims Management Platform (CMS) and one of the first to implement Clive™, the industry’s first AI Claims Adjuster.

INSHUR and Five Sigma’s partnership, grounded in shared focus on efficiency and innovation, has driven continuous operational gains.

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Reduction in email handling time
0 %
Email-to-caim matching precision
0 %
Reduction in overall GQ handling
0 %

Looking to streamline high-volume email traffic and reduce manual overhead, INSHUR UK harnessed Clive’s automation capabilities to free adjusters from time-consuming admin work:

Automating Email Triage

With Clive, email handling was transformed from a manual burden into an automated flow:

  • Clive reads, analyzes, and logs incoming emails.

  • He identifies original senders in forwarded messages, while preserving metadata.

  • He classifies the content, matches it to the correct claim, and organizes attachments.

With Clive’s automation, adjusters no longer had to dedicate chunks of their day to sifting through the general queue (GQ). 

The Results

The impact was immediate and measurable:

  • 60% faster claim-related email handling (from ~5 minutes down to ~2 minutes)

  • 97% precision in email-to-claim matching

  • 33% reduction in overall GQ processing time (from ~6 minutes down to ~4 minutes)

These improvements freed up adjusters’ time, allowing them to focus on servicing policyholders and handling complex cases.

INSHUR UK Adjusters Love Clive AI

The impact of Clive on INSHUR UK’s team goes beyond processing time.

“We’ve had consistently positive feedback from the team about how much Clive has improved their day-to-day workflow. Removing the need to manually sort and route general emails has taken a real burden off their plates. It’s a simple change with a big impact.”
Charmaine Pattenden
Head of Claims at INSHUR UK
“Clive gave us measurable gains on paper, but more importantly, it unlocked momentum. We’re seeing faster responses, more streamlined workflows, and a clear path to scaling operations without scaling costs. This also allows our team to dedicate more time to complex issues, driving better outcomes for our customers. That's the definition of real business impact. I’m excited to keep pushing the boundaries of what we can achieve operationally with these capabilities.”
Marc Mercer
Director of European Claims, INSHUR
Click here to read the full case study

Five Sigma - AI Claims Management Technology

Five Sigma offers AI and automation technology for claims handling. Clive™, the industry’s first Multi-Agent AI Claims Expert, working on top of any existing claims management system (CMS), and Five Sigma’s AI-native Claims Management Platform. 

For P&C carriers, MGAs, TPAs, and reinsurers, Five Sigma delivers tangible results through claims technology: cost savings, productivity boost, cycle time reduction, improved accuracy, and better policyholder service.

Clive™, our award-winning Multi-Agent AI Claims Expert, adds AI and automation to any existing system to automate routine tasks, dynamically plan claim handling, and advance the claim automatically according to the insurer’s operating procedure (SOP). Clive manages multiple AI agents that handle and automate different tasks and claim handling stages, including: intake, triage, liability assessment, coverage, communications, fraud detection, compliance, settlement, and more. 

Our customers can deploy Clive AI quickly, one agent at a time, and expand as they go. Adjusters are freed to focus on complex decision-making and better customer service. 

Five Sigma’s Claims Management Platform is an AI-native CMS, with Clive built-in. Our platform includes 360° claim visibility, an omnichannel communication hub, and easily configurable workflows — offering unmatched efficiency and cost savings.

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