Hippo Holdings has rolled out a scalable AI-driven claims workflow, marking a major step in its transformation toward a more efficient and digitally enabled claims operation.
The new system centres on a fully digital first notice of loss (FNOL) process that combines AI-powered automation with human oversight to improve communication, accelerate claims decisions and enhance the experience for homeowners.
The transformation replaces legacy processes with a unified claims platform designed to streamline workflows from claim intake through to resolution.
Peter Piotrowski, Chief Claims Officer at Hippo, said, “We’ve reimagined our claims operation from intake through resolution, moving from legacy systems to a unified platform that enables faster workflows, clearer communication and more consistent outcomes for homeowners at scale.
By embedding AI across the claims lifecycle, we’re improving accuracy and freeing adjusters to focus on the most complex cases where empathy and judgment matter most, balancing technology with human care to deliver a better experience.”
A key element of the system is “Clara from Claims,” a conversational AI agent that provides a 24/7 digital FNOL experience. The assistant captures and structures claim data in real time, flags inconsistencies and automatically routes cases to the appropriate teams.
Hippo expects the system to enable more than 70% of claims to be filed digitally.
Agentic AI capabilities are now embedded throughout the claims lifecycle, supporting tasks including triage, subrogation screening, special investigation unit flagging, document review, customer communications and claims summaries.
Since deployment, the system has improved operational efficiency and reduced response times, with customers now receiving initial contact in under two hours on average.
According to Hippo’s internal modelling, the new architecture could allow its current staffing model to support a 30–35% increase in claims volume without requiring additional headcount.
The platform also supports digital and aerial claims adjudication, using aerial imagery and roof measurement tools to enable remote estimating and reduce the need for on-site inspections. Virtual inspections can further accelerate claims resolution, particularly during catastrophe events.
Kyle Ramsay, Chief Product Officer and Chairman of Hippo’s AI Committee, said, “Our vision is a claims operation powered by an agentic AI workforce supporting adjusters on everything from first notice through adjudication and audit.
We’ve delivered a new architecture where AI helps manage the volume, and our people focus on judgment. This is how the future of insurance will operate—and we’re excited to bring it to life.”
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