Halden Mutual cut claims triage from 3 days to 4 hours

Every claim in one inbox

Every new claim at Halden landed in a shared inbox, and six supervisors assigned them by hand. On a normal day the last claims were assigned by mid-afternoon. After a storm it took three days, and urgent water-damage claims waited in line behind windshield chips. Supervisors spent the first two hours of every shift reading claims instead of managing adjusters.

The data to do better already existed. Halden’s Snowflake warehouse held 20 years of claims history, and the adjuster roster lived in a Postgres database. Nothing brought the two together in front of a supervisor.

Scored and routed before lunch

The claims operations team described the tool on the Bench: a triage queue that scores each new claim against Snowflake history, shows adjuster workload from Postgres, and suggests who should take it.

The first version assigned claims by score alone. The second, built the same afternoon, also weighed each adjuster’s open files and license state. Claims that score above 80 go straight to a senior adjuster, and the supervisor sees why. Supervisors now accept suggestions in bulk and reassign the rest by hand.

Six weeks later the team added an Operator. It reads each new claim file, drafts a summary with Claude through Halden’s own Anthropic account, and proposes a route. It can read only the claims tables and write only to the assignment queue, and a supervisor confirms every route it proposes. Pausing it takes one click.

Answers for the auditor

Marit Solberg, Head of IT Risk, had one concern going in: hundreds of new apps and no single record of who could see what. Chamfer answered it by giving every app the same Tolerances. Access comes from Okta groups. Claims data is limited by row to each adjuster’s region. The Logbook keeps 400 days of every query, deploy and permission change.

When the external auditors asked for evidence of access controls on claims data, IT Risk filtered the Logbook and exported the report while the meeting was still running. At the next quarterly review, managers certified access to 212 apps in a single afternoon, using an access review app the IT team built in a day.

“We used to prepare for audits for a month,” Marit says. “Now the evidence is a filter and an export.”

What changed

• Median claim triage down from 3 days to 4 hours

• 31% fewer claims passed between adjusters after assignment

• 212 apps certified for access in one afternoon

Halden now runs 23 apps on Chamfer, built by 11 people across claims, procurement and IT. The procurement team’s Vendor Onboarding app is next in line for an Operator.