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Claim Status Client Update Cycle

Example prompt: "Every Friday morning, walk our open claims register, pull the latest status from the insurer emails and any loss-adjuster updates, draft a per-client status note explaining where their claim is and what happens next, and flag anything that's gone silent on the insurer's side for longer than the agreed service-level."

The Problem

Between the first notification of loss and the day the claim closes, weeks or months pass and the client is left wondering whether anything is happening. Most claims spend most of their life waiting — for the loss adjuster's appointment, for the insurer's coverage decision, for the contractor's quote, for the cheque to clear. The broker hears from the client when the silence has gone on too long and the client has lost confidence, and the broker then has to scramble through six weeks of email threads to work out what they last knew. The cases that bite are the ones where the insurer has been silent for three weeks past their agreed service-level and nobody noticed because the claim was waiting for "something at their end".

How GloriaMundo Solves It

We build a workflow that runs every Friday morning. An integration step reads the Open Claims register and finds every row in 'Open', 'Awaiting insurer', or 'Awaiting adjuster' status. For each row, an integration step pulls the most recent insurer correspondence and loss-adjuster updates from the per-claim Drive folder and the broker's claims mailbox. An LLM step summarises what has happened on the claim this week and drafts a per-client status note in plain English — what stage the claim has reached, what we are waiting for, what (if anything) the client needs to do, and when we expect the next milestone. An integration step saves each note as a Gmail draft. A code step computes days_since_last_insurer_update for each row and red-alerts any claim that has been silent on the insurer's side for longer than the agreed service-level (defaults to 10 working days, overridable per insurer). Glass Box preview shows every draft and every alert before any of them reach the client or the office.

Example Workflow Steps

  1. Trigger (scheduled): Every Friday at 8am.
  2. Step 1 (integration): Read the 'Open Claims' tab of the broker's Google Sheet and filter to rows where status is 'Open', 'Awaiting insurer', or 'Awaiting adjuster'.
  3. Step 2 (integration): For each row, list the most recent items in the per-claim Drive folder and the claims-mailbox thread linked from the row, and surface the latest insurer email, the latest loss-adjuster update, and any client correspondence since the last status note.
  4. Step 3 (llm): For each claim, summarise the week's activity — what stage the claim has reached, what we are waiting for, the last action on the insurer's side and its date, and what (if anything) the client needs to do. Draft the client status note in plain English with the next expected milestone and the broker's named contact.
  5. Step 4 (integration): Save each composed note as a Gmail draft to the policyholder contact. Persist gmail_draft_link and last_status_note_date to the Open Claims row.
  6. Step 5 (code): For each row, compute days_since_last_insurer_update from the most recent insurer-side timestamp. Compare against the agreed service-level on the row (default 10 working days, overridable per insurer in the Service-Levels tab).
  7. Step 6 (conditional + integration): For any claim where days_since_last_insurer_update exceeds the agreed service-level, post a red alert in #claims on Slack tagging the claims handler, naming the client, the claim reference, the insurer, the days silent, and a link to the claim row.
  8. Step 7 (integration): Post the Friday claims digest in #claims on Slack — counts by status, the silent-claim names called out, the total reserve on the book, and the link to the queue of drafted client notes for the claims handler's review.

Integrations Used

  • Google Sheets — the Open Claims register and the per-insurer Service-Levels reference
  • Google Drive — the per-claim folder where insurer correspondence, loss-adjuster reports, and supporting documents are filed
  • Gmail — the broker claims mailbox (read) and the per-client status note drafts
  • Slack — the Friday claims digest and the service-level red alerts

Who This Is For

Commercial brokers running a live claims book where the claims handler is responsible for keeping clients informed of progress between FNOL and closure, and where the client-experience cost of a silent week is high enough that a weekly proactive update is worth doing but does not get done because the handler's day fills with new FNOLs and adjuster calls. Also useful for in-house risk managers handling first-party claims who need the same rhythm against the insurer and the loss-adjuster.

Time & Cost Saved

A claims handler running 20 to 60 open claims typically loses three to five hours every Friday to writing the weekly client update — pulling the file, reading the latest insurer email, writing the same "we are still waiting on the adjuster" note for the fourth week in a row. This workflow turns it into a 45-minute review of pre-drafted notes and a single Slack message flagging the cases the insurer has gone silent on. The silent-claim cases that previously got picked up by an angry client phone call now surface on the broker's side first, which is where they should have been surfacing all along.