Hippo Builds Unified Claims Platform with Embedded AI
Hippo, a San Jose-based insurer, has built a single operating system for claims adjusters designed to handle the full lifecycle of a claim while shifting human effort toward judgment and customer outcomes.
The platform integrates artificial intelligence directly into adjuster workflows rather than deploying it as a separate tool. It structures first notice of loss, assists with document generation and flagging, and connects policy administration and communications into one interface.
"We've delivered a new unified claims platform that serves as a single operating system for our adjusters, a single source of truth for claims data," says Kyle Ramsay, Chief Product Officer at Hippo.
Structuring Claims at Intake
Clara, a voice-enabled AI assistant, guides customers through first notice of loss in real time. She prompts for required information, resolves inconsistencies as they arise, and ensures claims enter the system in structured form.
"She knows exactly what needs to be filled out on the intake form and is reacting to what the customer says their need is," Ramsay says. "If there's conflicting information, she will ask the customer to clarify again."
The platform supports multiple intake channels-phone, app, web, and email-so customers engage through their preferred medium while feeding consistent data into the same system.
Peter Piotrowski, Chief Claims Officer at Hippo, emphasizes that getting intake right matters because "if you don't do that during the FNOL process, it's hard to recover the life of that thing."
Reducing Adjuster Workload
Fragmented workflows have long characterized claims operations. Many insurers lack the integrated systems needed to create a single view of a claim across policy administration, communications, and claims processing.
Hippo's approach removes routine work from adjusters' shoulders. Automated claim summaries provide a rolling view of activity on a file, reducing the need to reconstruct context before each customer interaction.
"I'm taking all that grit off the adjuster's shoulders," Piotrowski says. "So the adjusters can assist the customers with some creativity, with some flexibility, with some empathy."
Humans remain in control. Adjusters make key decisions while AI handles supporting tasks.
Scaling Response During Catastrophes
The platform accelerates response during high-volume events. During recent wildfires, Hippo used aerial and digital imagery to identify total losses and contact policyholders proactively.
"We were reaching out to our customers within a matter of days, confirming that their home was a total loss," Piotrowski says. "We're telling them, 'Here's your policy limits for your coverage. Here's a large advance for your contents. We have you set up for one year in temporary housing. Let us help you recover.'"
The approach reduces uncertainty for policyholders while accelerating early recovery stages.
Built on Modern Infrastructure
Legacy carriers often struggle to integrate AI because their systems were built in layers over decades. Hippo's modern technology stack allows the company to integrate internal and third-party components into a single experience for employees and customers.
"This didn't happen by accident," Piotrowski says. "We have an infrastructure that we can leverage modern technology, integrate with AI, that some of the legacy carriers are really going to struggle with."
He contrasts that approach with "bolt-on solutions that are not well integrated."
Extending Across the Enterprise
The same infrastructure that powers claims also supports underwriting, service, and sales. Hippo is deploying AI capabilities "across our entire policyholder base," moving beyond isolated pilots toward broader operational use.
"The ability of AI to enable that scale while keeping humans focused on judgment and empathy translates not just to claims," Ramsay says.
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