AI Claims Routing in 2025: Simplifying Your Insurance Claims

AI claims routing is simply the use of artificial intelligence to direct insurance claims to the right place quickly.

In more detail, when you file an insurance claim, it has to go through several steps before it's resolved. Traditionally, claims are routed manually by staff who decide which department or agent should handle each claim. This can take time and sometimes causes delays or errors.

AI claims routing helps by automatically deciding where each claim should go, based on the type of claim, customer details, and past patterns. This process speeds things up, reduces mistakes, and improves customer satisfaction.

Here are a few key benefits AI claims routing brings to insurance companies:

• Faster claim processing

• Reduced manual work for employees

• More accurate and consistent routing decisions

• Better customer experience

Modern insurance platforms now use AI routing as part of broader automation. Strada, for example, combines phone AI agents and smart workflows to make the entire process seamless. It doesn’t just route claims. It also handles the first notice of loss (FNOL) over phone or SMS, captures all details accurately, and updates systems automatically.

For instance, when a customer calls to report a car accident, Strada’s AI can collect key claim details, create the intake record, and route it directly to the right claims team, all within seconds.

By automating both call handling and routing, Strada helps insurers cut down on delays, reduce errors, and deliver a smoother, faster experience for both policyholders and internal teams.