Multi-agent claim triage for FL P&C carrierFrom 14-day claim cycle to 2 days on hurricane surge volume.
The operational reality.
Mid-market FL P&C carrier, 1.2M policies in force. After Hurricanes Helene + Milton, claim intake spiked 6x while adjuster headcount stayed flat. Average claim cycle climbed from 8 to 14 days; NPS dropped 22 points; bad-faith complaints up 38% YoY.
What we ship.
Multi-agent flow on Microsoft Foundry Agent Service ingests FNOL from web, phone (transcribed via Voice Live), and broker email. Triage agent classifies severity and coverage; specialist agents handle property, auto, and bodily injury lines; vendor dispatch agent routes to network adjusters; reviewer agent flags edge cases. Every denial decision routes through a human reviewer with full audit trail (Microsoft Entra Agent ID).
The agent topology + Microsoft AI stack.
Agents (Microsoft Agent Framework 1.0)
- Triage
- Coverage check
- Property specialist
- Auto specialist
- Vendor dispatch
- Reviewer (HITL gate)
Models
- GPT-5.5 (reasoning)
- MAI-Transcribe-1 (calls)
- Claude Opus 4.7 (denial drafts)
Tools (MCP)
- Policy admin (Guidewire)
- Document Intelligence
- Vendor network
- Fraud signals
Governance
- Agent 365
- Entra Agent ID
- Purview DLP
- Agent Governance Toolkit
What we engineer toward.
Average claim cycle
14 → 2 days
Reduction in adjuster doc-review hours
60%
Faster fraud-case escalation to SIU
4×
Audit trail on every AI decision
100%
What we use.
Other patterns we ship.
Reference scenario. Architecture is the one we ship today; metrics are directional benchmarks drawn from industry data and Microsoft customer reference outcomes. Named, attributed customer stories will be published as engagements mature.
Pattern look like yours?
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