Industry
Insurance
Use Case
Claims processing
Company size
20-50
Headquarters
Cirencester
Knowledge work automation
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About
Trent-Services is a third-party administrator providing claims handling and policy management for insurers across the UK. Their portfolio includes their own line of products under Corinium Insurance Services, which offers pet, income protection and mortgage protection insurance.
As a growing business operating in a highly regulated industry, Trent Services were looking to streamline claims management without compromising on accuracy or compliance.
Over the past six months, they implemented V7 Go to automate parts of their claims assessment workflow. We sat down with Lewis Murphy, Claims Manager, to talk about their journey.
The challenge
Before V7 Go Trent-Services’ assessors spent much of their time on the administrative tasks typical of claims processing; rekeying data, reviewing documents, and navigating multiple systems.
As Lewis explains, manual processes made balancing accuracy with the pace needed to meet throughput targets challenging.
"With manual administration comes human error. You’re churning out 10 to 15 claims a day. So much of your time is being taken up by typing, and things can easily be missed when you have to go between different screens. Your reputation is at risk if insurers come to you saying, ‘you have errors here and there’, and customers are frustrated if SLAs slip."
Training new staff to manage complex workflows took time, while experienced team members were already stretched thin. Simply hiring more people wasn’t a scalable solution.
Trent-Services needed a way to:
Reduce administrative workload without compromising accuracy.
Minimize the risk of human error while maintaining compliance.
Enable assessors to focus on higher-value decision-making.
The solution
The company began evaluating automation and AI tools. However, most solutions they encountered were designed for enterprise-scale budgets or came with rigid, pre-defined workflows that couldn’t easily adapt to their needs.
“Other companies didn’t really want to help us,” Lewis explains. “They priced us out or didn’t have the flexibility we needed. V7 Go was different. It felt collaborative from the start.”
The team could experiment and contribute directly to the setup themselves.
“Because V7 Go is so user-friendly, I’ve been able to say to the Solutions Engineer, ‘Look, I’ve had a go at this, it’s not perfect, but you can take it from here and refine it.’ It just cuts the time down so much. I can bring my expertise from the pet insurance side, he brings his technical expertise, and together it becomes a really collaborative process.”
Using V7 Go, the team built an intelligent claims assessment agent capable of:
Extracting and standardizing data from pet insurance invoices.
Flagging potential pre-existing conditions based on claims data and medical history.
Performing downstream calculations on treatment invoices for accuracy and completeness.
The results
The implementation is still in process, but early signs are exciting.
“We have six assessors. Before V7 Go, each would process around 15 claims a day, about 90 in total. With V7 Go, we’re expecting that to rise to around 20 claims per assessor, which adds up to an extra 30 claims a day. That’s the equivalent of two additional full-time assessors. Beyond the cost savings, there’s real reputational gains from fewer errors and faster turnaround times.”
One feature that has been particularly helpful is automatic flagging for further review. As Lewis explains, “Go can review a condition and flag where something is potentially pre-existing. That’s been really helpful. We’ve tested it against historical cases, and the results are mirroring exactly how an assessor would have interpreted them. That’s given us a lot of confidence.”
It benefits the team themselves, too.
"Our team were hired as claims assessors, and being able to actually assess the claim is what they like to do. It’s the most interesting part as well. To be able to have them do just that as soon as they open a claim is great."
With its pet insurance claims agent built out, Trent-Services is looking to expand automation into other product lines, starting with accident, sickness, and unemployment (ASU) insurance. “We can create a V7 agent to do the similar task as we're using it on the pet insurance side, cut down on administration times, and reduce errors.”