Claims triage copilot at Meridian Mutual
A copilot that reads the claim, proposes the route and shows its evidence: built with the claims team, handed to them in twelve weeks.
Digital & AI · Meridian Mutual
−41%
claims-processing time
How it was measured
Measured as median hours from claim receipt to first decision, comparing the quarter after launch with the same quarter a year earlier, on the same four channels. Stated this way because a figure without its method is a claim. Ask us for the workings: we will send them.
Twelve weeks with the claims team, and the ledger that came out of it.
The copilot reads the claim, proposes the route and shows its evidence. These are the numbers the team held it to.
Claims routed38kin the first quarter
Overrides6%by the handler, falling monthly
Weeks to handover12team-run since
01
The challenge
Claims arrived by four channels into one queue, and were worked in the order they landed. A straightforward motor claim waited behind a complex liability one; the adjusters knew it and could do nothing about it at volume.
02
The approach
Eight weeks on the data first, one definition of a claim, one owner per field. Then a triage copilot built with the claims team in the room: it reads the claim, proposes a route, and shows the three sentences it based that on. Adjusters overrule it freely, and every overrule is logged as training signal rather than as an error.
03
The result
Processing time fell 41% across 11,400 claims in the first quarter after launch. The number the board watches is not the model’s accuracy but that one.
The engagement, on paper.
The record
ClientMeridian Mutual
SectorInsurance
ServiceDigital & AI
Year2025
Duration12 weeks
Fee£160–240k, fixed
You leave with 12 weeks
A system in production, not a pilot
An evaluation harness with agreed thresholds
Runbooks your team wrote with us
What Digital & AI hands over, whichever client bought it. This one is the version Meridian Mutual runs now.
Where it sat in the method: stage 03, 12 weeks of the 28.
Digital & AI is stage 03 work. Every engagement opens with the audit whichever stage it lands in, and the roadmap from that audit is what priced this one.
“Tessel left us running the system ourselves, which was the point.”
Three more, the same sector first.
Radiology backlog triage at Pallas Health
−58%
radiology ticket backlog
The service behind itP.03
Digital & AI
Copilots, models and the data underneath them, built with your team and deployed into the systems you already run: production is the deliverable, not the demo.
12 weeks · £160–240k, fixed
Next in the register1 of 12
Model-risk framework for Cobalt Bank
14 days
to audit-ready, from ninety
Financial services
Agree the number before the work starts.
The audit / four weeks
A.01One figure, agreed in writing before any work
A.02£45–65k, fixed, whatever the audit finds
A.03It prices the stage after it, so nothing is bought blind