Arcadia Mutual
Insurance
Arcadia Mutual triages 12,000 claims a month without adding headcount
First notice of loss used to mean a phone call and a blank file. Cairn agents now gather documents, check coverage and hand adjusters a complete claim.
12,000
claims triaged monthly
34%
shorter cycle time
0
new hires needed for peak season
AT A GLANCE
HEADQUARTERS
Hartford, CT
COMPANY SIZE
2,100 employees
TEAM
Claims · 220 adjusters
AGENTS DEPLOYED
THE CHALLENGE
Storm season doubles Arcadia’s claim volume overnight. Adjusters started every claim by chasing photos, police reports and policy details, and backlogs stretched to three weeks.
THE SOLUTION
Two agents split the work: one triages incoming claims and checks coverage; the other collects documents from claimants by email and files them to the claim. Adjusters approve anything involving payment.
THE RESULTS
Arcadia now triages 12,000 claims a month, cycle time is down 34%, and the last storm season was handled without temporary hires.
