A single matter holding every conversation attached to one claim: the customer, the insurer and the assessor, regardless of which channel each of them uses.

Does it work when each party uses a different channel?

Yes. A customer on WhatsApp, an insurer on email and an assessor sending documents all attach to the same matter, and the file reads in the order things happened.

What happens if a claim goes quiet and then restarts?

It resumes on the same matter with the same open task. A gap of days or weeks does not create a second file.

Show the facts behind a decision

Live

Case Files

A claim usually involves several conversations: the customer on WhatsApp, the insurer on email and the assessor elsewhere. A case file holds all of them against the same matter.

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MATTER · CLAIM #4471OPEN · 12 DAYS

CUSTOMER: J. Walsh · 9 messages; WHATSAPP
INSURER: Claim ack + 2 requests; EMAIL
ASSESSOR: Report received 14 Jul; EMAIL
NEXT: Awaiting insurer response · 4 days

Example data, fictional.

How it works

Case Files Workflow

One matter, several channels

The customer messages on WhatsApp, the insurer replies by email and the assessor sends a report. All of them attach to the same claim, so the file covers more than your inbox.

History on the task

When a claim comes back to you after a fortnight, the matter carries its full history from the first message, so you do not have to check several applications.

Gaps in the conversation

A client who goes quiet for three weeks and then replies lands back on the same matter with the same open task.

Ready when asked

Everything on the claim is kept in order, with who said what and when. That is the record a regulator, an insurer or a client’s solicitor may ask for.

Works with

Related Features

Case FilesThis page

Customer, insurer and assessor threads on the same claim gathered into one matter, across whichever channel each party uses.

Broker CopilotLive

Plain-English questions over a brokerage’s live book, answered with the underlying clients and an optional drafted follow-up.

DocumentsLive

Firm-controlled document templates filled from the client record and produced as PDFs, logged against the file.

IntakeLive

Structured intake for every product line and channel, running out of hours, with a broker takeover that stops the AI on that thread.

Questions

Case Files FAQ

What is a case file?: A single matter holding every conversation attached to one claim: the customer, the insurer and the assessor, regardless of which channel each of them uses.
Does it work when each party uses a different channel?: Yes. A customer on WhatsApp, an insurer on email and an assessor sending documents all attach to the same matter, and the file reads in the order things happened.
What happens if a claim goes quiet and then restarts?: It resumes on the same matter with the same open task. A gap of days or weeks does not create a second file.

See it working

Request a Demo

Bring a sample enquiry to a 30-minute demo. We’ll show the client file, the draft and the broker handoff, using your own data if you prefer.

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Or email support@aibroker.ie.