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NewPazau Agent 3 is here: Procedures that test themselves before they go live
Insurance

First notice of loss in minutes, not hold queues.

Pazau Voice and Pazau Agent take FNOL, answer claims status and service policies end-to-end, opening the claim in Guidewire or Duck Creek while the caller is still on the line. Pazau Insights scores every call against your state rules.

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State DOI disclosures by stateNAIC Model Law controls100% QA coverageWarm handoff to adjusters
Meridian Mutual · Claims line · Call #3,118,204
Voice · EN
Someone backed into my car in a parking lot this morning. The bumper's cracked and the taillight's out.
Pazau Agent
I'm sorry that happened. Is everyone okay? Good. I've opened claim MM-C-2291847. An adjuster will contact you within one business day, and I can book a photo inspection at a shop near you now.
Claim MM-C-2291847 · Collision, parked
Inspection · Tue 10:00
Opened
Trace7 steps · exportable
  1. Action · verify_identity_kbaPolicy MM-AU-4471-09 · KBA 3/3 passed
  2. Procedure matchedAuto FNOL → Open claim (v17) · CO branch
  3. Safety checkInjuries: none reported · no transfer required
  4. Action · create_fnolGuidewire ClaimCenter · collision · 1 vehicle
  5. Disclosure deliveredColorado acknowledgment script · recorded
  6. Action · schedule_inspectionPartner shop · 4.2 mi · Tue 10:00
  7. Resolved6m 40s · adjuster assigned · QA 97/100
7 min
median FNOL intake at Meridian Mutual, down from 21
61%
of FNOL calls completed end-to-end by Voice
100%
of claims calls QA-scored against state rules
<15s
average speed to answer during a catastrophe surge
Top use cases

The moments your policyholders judge you on.

Procedures written by your claims and servicing teams, Actions into your core systems, and a guardrail that keeps coverage decisions with licensed people.

01

First notice of loss

61%
completed with no human

Auto and property FNOL by voice, chat or app. Pazau checks safety first, verifies the policyholder, captures the loss, opens the claim and schedules inspection, with state-specific acknowledgments.

Procedure · Auto FNOL → Open claimLive
  1. 1.Ask if everyone is safe. Any injury → handoff: injury adjuster, warm.
  2. 2.Verify with verify_identity_kba. Capture date, location, parties and police report.
  3. 3.Open the claim with create_fnol and read back the claim number.
  4. 4.Deliver disclosure: state acknowledgment. Offer schedule_inspection and request_rental if covered.
Actionslookup_policyverify_identity_kbacreate_fnolschedule_inspectionrequest_rental
02

Claims status

79%
of status contacts resolved

Where is my claim, when will I be paid, and who is my adjuster? Pazau reads the claim file and payment status and gives a specific answer, instead of a callback promise.

Procedure · Claim statusLive
  1. 1.Find the claim with get_claim and payments with get_payments.
  2. 2.Share status, next step and adjuster contact. Never estimate settlement amounts.
  3. 3.No adjuster activity in 10 days → create_task for the claim supervisor.
Actionsget_claimget_paymentscreate_taskupload_documents
03

Policy servicing and endorsements

68%
of endorsements with no human

Add a driver, change a vehicle, update a mortgagee, send an ID card. Pazau makes the change in the policy system and quotes the premium impact from your rating engine.

Procedure · Endorsement requestLive
  1. 1.Rate the change with quote_endorsement and read the premium difference.
  2. 2.Customer accepts → issue_endorsement and send documents with send_id_card.
  3. 3.New coverage or higher limits → handoff: licensed agent.
Actionsquote_endorsementissue_endorsementsend_id_cardupdate_mortgagee
04

Billing and premium payments

73%
of billing calls resolved

Payment plans, missed payments and reinstatement, with card and ACH payments taken on PCI-compliant voice.

Procedure · Missed paymentLive
  1. 1.Check status with get_billing (BillingCenter).
  2. 2.Within grace period → take_payment PCI: recording paused.
  3. 3.Lapsed policy → reinstatement rules by state, approval: underwriting if a lapse exceeds 30 days.
Actionsget_billingtake_paymentchange_pay_plan
05

Catastrophe surge

11,400
calls in 48 hours, answered in under 15s

When a hailstorm or wildfire hits, FNOL volume can rise 20× in a day. Pazau answers every call immediately, triages by severity, and puts the urgent ones in front of adjusters first.

Procedure · CAT event modeLive
  1. 1.When CAT code active, shorten intake to severity, habitability and contact details.
  2. 2.Uninhabitable home → request_ale and queue: priority adjuster.
  3. 3.Send photo-upload links with send_upload_link to every claimant.
Actionscreate_fnolrequest_alesend_upload_link
06

Coverage questions, answered safely

0
coverage opinions sent by AI

Policyholders ask 'am I covered?' Pazau explains what the policy says, but never makes a coverage determination. That stays with a licensed adjuster.

Procedure · Coverage inquiryLive
  1. 1.Quote declarations and endorsements from get_policy_documents only.
  2. 2.Never say a loss is or is not covered. Use script: coverage language.
  3. 3.Open a claim if they want one. Coverage decisions → licensed adjuster.
Actionsget_policy_documentscreate_fnol
Compliance

Fair, consistent claims handling you can prove.

Market conduct exams ask about individual calls. With Pazau, you can answer for all of them.

Pazau Guard · Claims policy log
  • DisclosedTexas acknowledgment script delivered · 15-day clock started
  • BlockedDraft said “hail damage is covered” → rewritten to approved language
  • HeldInjury reported → warm transfer to bodily injury adjuster
  • RedactedDriver's license number removed before model call
  • ScoredCall QA 97/100 · all 12 state checks passed
State DOI

Unfair claims practices rules, by state

Acknowledgment windows, required disclosures and prohibited statements are encoded per state. Pazau delivers the right script for the policyholder's state and tracks each deadline.

NAIC #668

Insurance Data Security Model Law

Risk assessment, access control, encryption, incident response and third-party oversight documentation mapped to the Model Law and NYDFS Part 500. Breach notice within 72 hours.

Claims fairness

Consistent treatment, human decisions

Every policyholder gets the same Procedure. Coverage determinations, denials and settlement amounts stay with licensed adjusters. The AI never decides them.

Pazau Insights

100% QA coverage

Every call, AI or human, is scored against your checklist: disclosures delivered, no coverage opinions, empathy, accuracy. Exceptions go to a supervisor queue the same day.

Licensing

Producer rules respected

New coverage, higher limits and binding requests route to licensed agents. Pazau services existing policies within the authority you define.

PCI DSS

Premium payments by voice

DTMF capture with recording paused, SAQ-D coverage for Voice payments. Card numbers never reach a transcript or a model.

Visit the Trust CenterRead our AI Addendum
Integrations

Claims open in your core system, not ours.

Prebuilt Actions for the major policy, billing and claims suites. Your Guidewire or Duck Creek team keeps control of every write.

Browse all integrations
Core suites
Guidewire ClaimCenterGuidewire PolicyCenterGuidewire BillingCenterDuck CreekMajescoSapiens
Claims ecosystem
CCC Intelligent SolutionsMitchellVeriskEnterprise Rent-A-Car
Telephony
GenesysAmazon ConnectTwilioNICE
CRM
Salesforce Financial Services CloudMicrosoft Dynamics 365
Customer story

Meridian Mutual takes FNOL by voice in 14 states.

310,000 claims a year, and a QA score on every single call.

All customer stories
◆Meridian Mutual
“A claim starts on the worst day of someone's life. Now every caller gets answered right away, the claim is open before they hang up, and we can show a regulator that every single call was handled fairly.”
DO
Denise Okafor
SVP Claims Operations, Meridian Mutual
100%
of claims calls QA-scored
7 min
median FNOL intake, down from 21
61%
of FNOL calls completed end-to-end by Voice
Read the Meridian Mutual story
FAQ

Questions we hear in every evaluation.

Will the AI ever deny a claim or decide coverage?+
No. Pazau opens claims, answers status and explains what the policy documents say. Coverage determinations, denials and settlement amounts stay with licensed adjusters, and a guardrail blocks any reply that drifts toward one.
How do you handle 50 states' worth of rules?+
Procedures branch by the policyholder's state. Your compliance team owns the scripts and deadlines for each one, and changes go through simulation and approval before they're live.
What happens when a caller is injured or upset?+
Injury, distress or complex losses trigger a warm transfer to the right adjuster queue, with the transcript and a claim summary already in the file.
Can we produce calls for a market conduct exam?+
Yes. Export recordings, transcripts, QA scores and traces by claim, state or date range. Traces show the Procedure version and every Action taken.
Does Pazau work with Duck Creek?+
Yes. Prebuilt Actions cover Duck Creek Claims, Policy and Billing, alongside Guidewire, Majesco and Sapiens.

See what your team could resolve.

Bring 1,000 of your real conversations. We'll show you, in a 30-minute call, how many Pazau Agent resolves end-to-end.

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