OutSystems introduces AI-led claims intake solution for auto insurers
OutSystems has introduced an agentic AI-based solution for auto insurers to automate the initial stages of claims processing, including incident reporting, evidence collection and roadside assistance, while leaving coverage, liability and payment decisions to human adjusters.
The solution, called Agentic First Notice of Loss (FNOL), connects customer-facing applications and AI agents with insurers’ existing policy administration and claims management systems. It is designed to address fragmented data and legacy infrastructure that can slow down claims processing and create disconnected experiences for policyholders.
The system uses AI agents to collect driver statements, gather third-party information, analyse photographs of vehicle damage and coordinate roadside assistance. It can also check policy coverage and transfer the collected information, including supporting evidence, to the insurer’s claims management system.
However, decisions concerning policy coverage, fault and payment remain with human adjusters. The solution also records agent activity and includes controls governing access to enterprise data and systems.
The announcement comes amid challenges in scaling AI across insurance operations. According to an OutSystems survey of insurance technology leaders, 42% identified legacy systems and fragmented data as the primary barriers to AI adoption, while 39% cited integration with existing systems. Another 35% said their AI projects had not started because of lengthy implementation timelines.
“Insurers don’t need another AI pilot. Insurers need AI working in daily claims operations,” said Luis Blando, Chief Product and Technology Officer at OutSystems. “When someone is in an accident, they need help right away, and the insurer needs accurate details while they’re still fresh. OutSystems Agentic First Notice of Loss delivers both. Through a conversational experience, connected to roadside help and claims systems, insurers can become the first line of support: taking the complete report, arranging a tow, and guiding the customer on what to do next. All while coverage, liability, and payment decisions stay firmly in the hands of adjusters.”
OutSystems has also partnered with roadside assistance provider Honk to enable the solution to arrange towing services during the claims reporting process. Policyholders can track the service request and estimated arrival time through the insurer’s application.
The solution can be configured to work with existing claims systems or systems rebuilt on the OutSystems platform.