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.
The Challenge: Handling General Queue Emails
Before Clive, general queue (GQ) email processing was a daily pain point. Adjusters had to carve out dedicated time to sift through the GQ, process and classify communications, and attach them to the right claims. On top of being slow, this process pulled adjusters away from high-value work and meeting their performance targets.
The Solution: Clive, Five Sigma’s AI Claims Adjuster
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:
- Clive automatically reads, analyzes and logs incoming emails.
- He identifies the original sender in forwarded messages and ensures that all metadata is preserved.
- He classifies content and matches each email to the correct claim; and
- Clive summarizes, classifies, and stores incoming email attachments directly in the claim file.
INSHUR UK was already managing its claims operations on Five Sigma’s AI-native, scalable CMS, which offers end-to-end claims handling, advanced automation, 360° claim visibility, centralized data, omnichannel communications, and configurable workflows.
With Clive embedded directly into the CMS, INSHUR’s team gained the full advantage of claims AI: reducing cycle times, minimizing human errors, and improving time to first contact, without adding headcount.
Measurable Results: Reclaiming Adjuster Time with Clive’s Claims Email Triage
With Clive automating email triage, the team has experienced significant improvements in GQ processing time:
- Claim-related email handling time dropped from ~5 minutes to ~2 minutes (60% time reduction)
- Claim matching precision reached ~97%
- Overall GQ handling dropped from ~6 minutes to ~4 minutes (33% time reduction)
These improvements slashed time spent on GQ processing by half, freeing adjusters to focus on servicing policyholders.
Well Beyond the GQ: Additional Claims Value from Clive AI
Beyond email, INSHUR’s adjusters use Clive’s conversational assistant to accelerate daily claim handling tasks:
- Summarizing claims for quick context
- Retrieving payment, party, and vendor details instantly
- Drafting outbound emails in seconds
- Uploading files directly through the Clive interface
- Filtering claims based on status or complexity
- Ranking claims by complexity to prioritize workloads
Clive helps adjusters move through their day with less searching, less clicking, and fewer manual steps.
INSHUR UK Adjusters Love Clive AI
The impact of Clive on INSHUR UK’s team goes beyond processing time.
Going Forward: Realizing Additional Benefits with Clive
- INSHUR UK is now looking to expand Clive’s role into straight-through processing (STP) for low-touch claims.
- With 97% precision in matching emails to the correct claim, confidence in expanding automation is growing.
- The aim is to reduce manual handling even further, while keeping adjusters focused on complex, high-value work.
