Atlas & Shield Insurance
Atlas & Shield Insurance shortened claims-call resolution by 22% and cut complaint-to-regulator cases by half
Atlas & Shield's claims contact center was fielding rising complaint volumes with no way to see which conversations were going wrong until customers escalated to regulators. With Homayar scoring every claims call and flagging at-risk interactions the same day, the insurer cut formal regulator complaints by 50% and shortened claims-call resolution by 22%.
Results
- -50%
- Formal regulator complaints
- -22%
- Claims-call resolution time
- -34%
- FNOL calls requiring callback for missing info
- 1.5% → 100%
- QA coverage
The starting point
The challenge
Atlas & Shield handles 240,000 claims-related calls a month across auto, property, and life lines. Claims calls are long, emotionally charged, and procedurally dense — and the company's QA team of six could review only a few hundred per month. Formal complaints to state insurance regulators had risen 19% year over year, and post-mortems consistently found the same pattern: the warning signs were present in calls weeks before escalation, but no one had heard them. First-notice-of-loss calls also showed wide variance in completeness, forcing adjusters to call customers back for missing information and stretching cycle times.
The deployment
The solution
Atlas & Shield deployed Homayar with role-based access aligned to its compliance requirements, keeping claims data within its existing security boundary. The QA Scoring Agent evaluates every claims call against line-specific scorecards, including a completeness check for first-notice-of-loss calls that verifies all required claim details were captured before the call ended. The Issue Detection Agent flags escalation-risk conversations — unresolved status questions, repeated callbacks on the same claim, expressions of intent to file a complaint — and routes them to a supervisor review queue within hours, not weeks. The Insights Agent traced complaint drivers to three specific gaps in status-update communications, which the claims operations team closed with revised callback commitments. The Coaching Agent gave supervisors timestamped examples for each adjuster-facing improvement area, framed around skill development rather than fault-finding — a deliberate choice that drove agent acceptance.
“Every regulator complaint used to be a surprise. Now we see the at-risk conversation the same day it happens and we fix it while it's still a service issue, not a legal one. Our agents were skeptical at first — six months in, they're the ones asking for their coaching summaries.”