Prestige Claims is a mid-sized insurance brokerage in Manchester. They handle accident claims — vehicle collisions, mostly — and their business model depends on being the first to make contact after an accident. In the industry, they call this the "Golden Hour": the narrow window of time before a claimant speaks to a competing insurer or broker. Win the Golden Hour and you typically win the client. Lose it, and a claim worth thousands walks away.
The problem was that Prestige's intake process was entirely manual. Accident reports arrived via email — sometimes from clients, sometimes from partner garages — containing descriptions of the incident, vehicle details, and contact information. Each report had to be read by a human, assessed for liability (who was at fault?), and then responded to with a personalised email tailored to the claimant's situation.
A skilled claims handler could process about 7 reports per hour. But reports didn't arrive evenly across the day — they spiked in the morning and evening rush hours. During peaks, reports piled up in the inbox for 60-90 minutes before anyone could get to them. In those 90 minutes, competitors were calling. Prestige was losing an estimated 20% of potential claims purely to speed.
Worse, the liability assessment was inconsistent. Different handlers made different judgment calls about fault. Some were too conservative, rejecting cases that had genuine recovery potential. Others were too optimistic, pursuing claims that were never going to pay. There was no standard logic — just experience and gut feel.
What changed
The Accident Claims Intelligent Automator now sits between Prestige's intake inbox and their CRM. When an accident report arrives, the system reads the full description and performs an AI liability analysis against Prestige's specific criteria. It determines fault, scores the recovery probability, and instantly routes the claim to the right communication track — all within seconds.
Three different email templates fire automatically based on the claimant's status. A non-fault claimant gets reassurance about protecting their No Claims Discount and a free replacement car. A third party gets an empathetic offer for help — turning a potential opponent into a new revenue stream. An at-fault client is reminded of their Choice of Repairer rights, keeping the vehicle in Prestige's approved network.
Meanwhile, every detail from the report — registration numbers, contact information, accident notes, liability assessment — is synced directly into Zoho CRM. The claims handlers open their dashboard to find fully formed, pre-screened leads. They didn't read a single report or type a single word.
The numbers
“The speed difference is almost unfair. We had a claim come in at 8:03am last Tuesday. The system had assessed liability, sent the email, and logged everything in Zoho by 8:03:17. Fourteen seconds. The client called us back at 8:12 to say they'd never had such a fast response from a broker. They didn't even know it was automated — the email read like it was written just for them. Because it was.”
— Rachel Okonkwo, Director, Prestige Claims, Manchester