Claim Status Proactive Update Agent

A customer files a claim, hears nothing for ten days, and calls three times, tying up the rep, while the adjuster has already moved the claim forward. Each day this agent reads open claims and the date of the last update to the customer, checks the adjuster's notes for changes, and finds claims that have gone stale. For each stale claim it prepares a plain-language status, such as what has been done, what is waiting and when the customer will next hear. It rechecks the claim just before sending in case the status changed, and rewrites the message if it did. It also holds back messages when the notes contain a sensitive topic, such as a dispute. The rep approves each message. Edge case: a claim waiting on the customer for documents gets a reminder instead of a status.