Hippo Holdings, a technology-native insurance group, has rolled out a scalable AI-driven claims workflow designed to automate more of the claims process while increasing the volume its existing team can handle.
The company said the system replaces legacy claims infrastructure with a unified platform covering intake through resolution. A fully digital first notice of loss, or FNOL, process sits at the front of the workflow, combining automated data capture with human claims handling.
We’ve reimagined our claims operation from intake through resolution, moving from legacy systems to a unified platform that enables faster workflows, clearer communication, and more consistent outcomes for homeowners at scale.
Peter Piotrowski, chief claims officer at Hippo
Piotrowski said AI is being used across the claims lifecycle to improve accuracy and reduce routine work for adjusters. The company wants staff to spend more time on complex claims where judgment and direct customer interaction remain necessary.
A central part of the system is Clara from Claims, a conversational AI agent available 24 hours a day. Clara handles digital FNOL by collecting and structuring claim information in real time, identifying inconsistencies and routing cases for further handling.
Hippo expects more than 70% of claims to be submitted digitally after the rollout. The company has also embedded agentic AI into triage, subrogation screening, special investigation unit flagging, document review, customer communications and claim summaries.
Initial customer contact now takes less than two hours on average, according to Hippo. Based on internal modelling, the company expects its current staffing structure to support a 30-35% increase in claims volume without a corresponding increase in headcount.
That capacity target gives the claims overhaul a direct operating objective. Hippo is using automation to absorb higher volumes while keeping adjusters focused on cases requiring more analysis or customer support.
The new claims architecture also supports digital and aerial adjudication. Hippo uses aerial imagery and roof measurements for remote estimating, reducing the number of claims requiring an on-site inspection.
Virtual inspections provide another route for handling claims remotely and are intended to shorten the period between assessment and payment. The approach has particular relevance during catastrophe events, when claims volumes rise quickly and physical inspections become harder to schedule.
Our vision is a claims operation powered by an agentic AI workforce supporting adjusters on everything from first notice through adjudication and audit.
Kyle Ramsay, chief product officer and chairman of Hippo’s AI Committee
Ramsay said the new architecture assigns more volume-intensive work to AI while claims professionals remain responsible for judgment-based decisions.
The claims rollout extends Hippo’s use of technology across its insurance business rather than limiting AI to customer-facing functions. Its current workflow applies automated tools from the moment a loss is reported through document review, investigation screening, adjudication and audit support.
Hippo operates as a technology-native insurance group using its carrier platform across personal and commercial lines. Through the Hippo Homeowners Insurance Program, the company combines underwriting technology with homeowners coverage. Hippo Holdings subsidiaries include Hippo Insurance Services, Spinnaker Insurance Company, Spinnaker Specialty Insurance Company and Wingsail Insurance Company.
