CLARA Analytics announced that Merchants Insurance Group has adopted Claims DocIntel Pro and CLARA Triage for its auto liability claims. The company plans to extend these solutions to workers’ compensation and general liability next year.
This move comes as insurance firms face growing challenges and pressure to process claims quickly while ensuring fair compensation.
Merchants aims to handle a rise in high-severity claims more effectively by using CLARA’s AI-driven tools to refine cost estimates and improve operational efficiency.
Merchants Insurance Group has provided property and casualty insurance for over 100 years. The company focuses on commercial lines and works with more than 1,000 independent agents in Massachusetts, Michigan, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, and Vermont.
It prioritizes strong products, responsive service, and fast, accurate claims resolution. Its partnership with CLARA supports its push for improved efficiency and better service through advanced technology.
Claims professionals at Merchants will use CLARA Claims DocIntel Pro to identify, index, transcribe, and summarize claims documents. The system instantly reviews medical records and legal demands, highlighting key information to reduce adjusters’ workload.
CLARA Triage will help adjusters focus on critical claims and take specific actions to speed up processing. By applying AI, the system enhances reserving accuracy and enables adjusters to manage high-priority claims while automating those that need less attention.
Merchants Insurance Group is recognized for its superior customer service offered every day to its policyholders and agents
Charles E. Makey, III, President and CEO of Merchants Insurance Group
“With the new CLARA Analytics technology, we are improving our speed of handling claims and significantly enhancing our overall claim experience. CLARA will also provide our claims adjusters additional time to quickly respond and exceed claimant expectations. This is a win for everyone,” said Charles E. Makey.
A key reason Merchants Insurance Group selected CLARA is because its products provide unparalleled guidance when agents are tasked with setting the reserve for each claim.
Every insurance claims adjuster must predict what the total cost of the claim will be over the claim’s lifetime and ensure the company has the appropriate cash on hand to pay claims swiftly. Due to the complexity of claims, however, it can be very difficult to get the estimate right.
This is one of the most important tasks adjusters undertake, as mistakes can result in millions of dollars in under-reserved losses each year. With CLARA, adjusters can gain confidence in setting the reserve due to sophisticated predictive analytics that deliver remarkably accurate results.
There are more demands on insurance companies than ever before, which often lead not only to adjuster burnout and higher costs but also to claims processing feeling a bit adversarial or robotic
Heather H. Wilson, CLARA CEO
“Merchants has been uncompromising in its commitment to both its claims professionals and its policyholders. We are thrilled that our products are helping them deliver the experience and service their team and their policyholders deserve while continuing to improve operational efficiency and manage costs effectively,” said CLARA CEO Heather H. Wilson.
CLARA’s AI system has been trained on millions of closed claims. Adjusters typically lack access to enough data for precise reserve estimates, but CLARA extracts insights from structured and unstructured data, including medical notes and billing records. Its cross-industry data lake delivers deep insights, helping claims professionals make faster, more informed decisions.
