Use Case · Voice & Chat
"Where's my claim?", answered from the live record.
The status-chase calls are the bulk of the claims queue and the easiest to get wrong. Atlantas.Ai reads the live claim record, gives the honest position, takes the document that's holding it up, and escalates the moment a case turns contested.
The problem
Half the queue is people chasing.
The claim went quiet, so the policyholder phones. And phones again. Each call ties up a handler reading a screen back to someone who just wants a date. The lines clog, the genuinely urgent calls wait behind the chasers, and the customer who can't get through assumes the worst and complains.
Claims queue · 11:20
- Chase "Any update on my claim?"
- Chase "Has the assessor been booked?"
- Waiting Urgent: escape of water, third call
- Abandoned Held 9 min, hung up
How Atlantas.Ai handles it
It reads the record and tells the truth.
Atlantas.Ai verifies the caller, opens the live claim in your platform, and gives the real status in plain language, what's done, what's next, and when. It takes the outstanding document there and then, updates the claim, and routes anything contested or complex straight to the right handler with the history attached. The chasers self-serve; your team keeps the calls that need a person.
The transcript
A home claim, chased, updated, and moved on in three minutes.
- Atlantas.AiThanks for calling Thameswell Insurance claims line, you're through to Atlantas. How can I help?
- CallerIt's about my kitchen leak claim, the one from a fortnight ago. I've heard nothing and I'm getting worried.
- Atlantas.AiI'm sorry it's gone quiet, let's sort that now. I can pull the claim up, can I take your postcode and the name on the policy?
- CallerMark Ellison, DA7 6BX.
- Atlantas.AiThank you, Mark. I've got the escape-of-water claim, CL-098431. The surveyor's report came back on Tuesday and it's approved for repair. The hold-up is one thing: we're waiting on your plumber's invoice for the original call-out before we can release that part of the payment.
- CallerOh. Nobody told me you needed that. I've got it on my phone actually.
- Atlantas.AiPerfect, that's the one thing holding it. I'll text you a secure link now, reply with the photo of the invoice and it attaches straight to the claim. Once it's on, the repair payment is released within two working days.
- CallerSent. That was easier than I thought. Will someone confirm it's gone through?
- Atlantas.AiI can see it's attached now, thank you. You'll get a confirmation text when the payment is released, and I've added a note so a handler reviews it today. Anything else on the claim while I'm here?
- CallerNo, that's everything. Appreciate it.
Get started
Clear the chasers, keep the calls that matter.
Hear Atlantas.Ai handle a status chase against a live claim, or book a short call and we'll size the queue it can take off your team.