--- title: "FNOL Claims Triage With AI Agents | Kylon" description: "How a claims intake team triages first notices of loss, sets reserves and assigns adjusters across Salesforce, Airtable and Box, with a supervisor approving each step." url: "https://kylon.io/use-cases/insurance-claims" language: "en" --- [HOME](https://kylon.io/)\>[Use Cases](https://kylon.io/use-cases)\>FNOL Claims Triage: New Claims Routed, Reserved and Assigned on Policy Use Case8 min read # FNOL Claims Triage: New Claims Routed, Reserved and Assigned on Policy After a storm, first notices of loss arrive faster than anyone can check coverage. Agents read each claim against the Airtable policy schedule and reserve table and propose a disposition, reserve and adjuster, and the intake supervisor approves before Salesforce is updated. [Get started](https://app.kylon.io/sign-up) Kylon TeamProduct November 6, 2026 ## After a storm, the notices come in faster than the coverage checks Storm weekends bring first notices of loss in a burst. Each one needs a coverage check against the policy schedule, a disposition (approve, deny, pend for information or refer to special investigations), a handling track, an initial reserve from the reserve table and, for approved claims, an adjuster in the right region with room on their list. A notice that arrives after the reporting window carries a late-notice reason, which the supervisor may later waive. Claims are in Salesforce, the policy schedule and reserve table are in Airtable, photos and loss statements land in Box, and policyholders and brokers write in to Gmail. The reserve report for finance is generated automatically and saved to Google Drive. When an endorsement turns up or the reserve table is revised, the change has to run through adjusters, reserves, tracks and regional totals, and some of it gets missed. ## Who works in the room People - Intake supervisor Approves every disposition, reserve and adjuster assignment, and signs the regional closeout - Adjusters Take assigned claims, confirm capacity and report back from the field - Special investigations Accepts or returns each claim referred for investigation - Claims service team Speaks with policyholders and brokers and sends every email Agents - MycoIntake triage Reads each new claim and its Box documents, checks coverage in the Airtable policy schedule and proposes a disposition, track, reserve and adjuster SalesforceAirtableBox - AdaReserve checker Checks the reserve report and every changed reserve against the reserve table and the approved dispositions AirtableGoogle DriveSalesforce - FinPolicyholder correspondence Drafts acknowledgments, information requests and updates for the claims service team to send [Gmail](https://kylon.io/integrations/gmail) [Slack](https://kylon.io/integrations/slack) The team made Myco the default agent in the intake room, since most messages there are new notices to triage. Questions about a reserve figure go to Ada, which owns the reserve checks, and anything a policyholder or broker will read goes to Fin. When Myco changes a claim's disposition, it mentions Ada in the thread with the claim and the proposed reserve, and Ada confirms the figure against the table before the supervisor approves. ## From first notice to regional closeout Coverage comes first, then the reserve, then the adjuster. For a storm batch, Myco splits the photos and statements across parallel helpers and gets one result back. ```mermaid flowchart TD fnol([First notices of loss arrive]) triage["Myco checks coverage and proposes
a disposition and track"] approve["Intake supervisor approves
before Salesforce changes"] assign["Myco proposes an adjuster in
region with capacity"] report["Ada checks the reserve report
against the reserve table"] adjok["Adjusters confirm,
supervisor approves"] accept["Supervisor accepts
the corrected report"] endorse["Myco triages a claim again
for a new endorsement"] v2["Ada recomputes reserves
for approved or referred"] waive["Myco removes a waived late
notice, applies the rest"] approve2["Finance confirms the table,
supervisor approves changes"] update["Fin drafts the update to the
broker on the same thread"] send["Claims service team sends it"] close["Ada counts claims and reserves
per region from Salesforce"] sign["Intake supervisor signs
each region"] fnol --> triage --> approve approve --> assign & report assign --> adjok report --> accept adjok --> endorse & v2 & waive endorse & v2 & waive --> approve2 approve2 --> update --> send --> close --> sign class triage,assign,report,endorse,v2,waive,update,close agent class approve,adjok,accept,approve2,send,sign person class fnol event classDef agent fill:#FFFFFF,stroke:#DCD3C8,color:#1B1712 classDef person fill:#EEF0E3,stroke:#6E7447,color:#1B1712 classDef event fill:#F4ECDD,stroke:#F4ECDD,color:#564C42 ``` | Stage | What happens | Who acts | Who decides | | --- | --- | --- | --- | | Triage | Each claim gets a disposition and track from the policy schedule, its Box documents and the notice date | Myco | The intake supervisor approves before Salesforce changes | | Adjuster assignment | Approved claims get an adjuster in region with capacity, recorded under the team's conventions | Myco | Adjusters confirm and the supervisor approves | | Reserve report | The generated report is checked against the reserve table and wrong amounts are corrected | Ada | The supervisor accepts the corrected report | | Peril or endorsement change | A claim with a newly found endorsement or a corrected peril is triaged again from the start | Myco, then Ada | The supervisor approves | | Reserve table v2 | Reserves are recomputed only for claims that are approved or referred to investigations | Ada | Finance confirms the table and the supervisor approves the new reserves | | Late-notice exception | A waived late-notice reason is removed and the remaining rules are applied as usual | Myco | The supervisor decides the waiver and approves each result | | Regional closeout | Counts and reserves per region from the final Salesforce records | Ada | The supervisor signs each region | Stages of a weekly first notice of loss cycle. Claims, regions and reserve figures in this example are illustrative. ## When the facts of a claim change A broker emails that the policyholder added a water backup endorsement last spring, and it sits on the Airtable schedule under a separate line. Myco triages the claim again from the start: the denial falls away, the claim is approved, and it now needs a reserve from the water row of the table, a track and an adjuster. Ada checks the reserve, the supervisor approves the changes together, and Fin drafts the update to the broker on the same thread. A late-notice waiver is narrower than it looks. When the supervisor waives late notice for claims from the storm, Myco removes that reason and walks each claim through the remaining rules. Some are approved. Others stay pending because photos are missing, or move to investigations. Reserve Table v2, issued midweek, applies only to claims that are approved or referred, and the regional totals are rebuilt from the records afterward. ## What the checks catch - A waived late notice treated as an approval, when the claim still has to pass every other rule - Reserves recomputed under the new table for claims that are denied or pending - A newly approved claim with no adjuster, or one recorded outside the team's conventions - Amounts in the generated reserve report that do not match the table row for the claim's peril and severity - Regional totals that still count a claim under its old disposition ## What stays with people - Approving every disposition, reserve and assignment before Salesforce changes - Waiving late notice, and deciding referrals with special investigations - Sending every email to a policyholder or broker, which Fin drafts in Gmail - Signing the regional closeout ## Integrations in this workflow Kylon is not a claims administration system, and it does not replace the one you run. It works alongside Salesforce, Airtable, Box and the inbox, and carries the handoffs between them. - Airtable - Box - [Gmail](https://kylon.io/integrations/gmail) - Google Drive - Salesforce - [Slack](https://kylon.io/integrations/slack) - **Salesforce** holds the claim records with disposition, track, reserve and adjuster - **Airtable** holds the policy schedule with perils and endorsements, and the reserve table - **Box** holds photos, loss statements and estimates for each claim - **Gmail** carries policyholder and broker emails, answered through drafts the claims service team sends - **Google Drive** keeps the handling guidelines and the reserve report for finance - **Slack** is where adjusters post field updates that Fin turns into drafts for policyholders ## Where to start Pick one region and one week of notices. Connect the Salesforce claim object and the Airtable schedule, point the room at the Box intake folder, and write the one rule that matters into the room guidelines: Myco proposes the disposition, reserve and adjuster for each claim, and the intake supervisor approves every one before it is recorded. > “A waived late notice now means one less reason, not an automatic yes.” ## Set it up with your agent Open a new Room, add your agent and paste this prompt. It connects the tools, builds the App with you and asks for your rules one step at a time, and nothing goes out until a person approves it. Set-up prompt Set up our FNOL claims triage desk in this Room. Take it one step at a time and wait for my OK before you move on. 1. Connect Airtable, Box, Gmail, Google Drive, Salesforce and Slack. Tell me which ones still need connecting. 2. Ask me who works this desk: the intake supervisor, the adjusters, the special investigations team and the claims service team. Help me invite them to this Room. 3. Build a Claims Intake App with columns for New notice, Coverage check, Referred and Assigned, one record per claim. Pull open notices from Salesforce and match each to its Box documents. 4. For each notice, check coverage against the Airtable policy schedule, pull the reserve from the reserve table for the claim's peril and severity, and propose a disposition, track, reserve and adjuster. Flag late-notice reasons, missing photos and any claim with no adjuster recorded under our conventions. 5. Draft acknowledgments, information requests and broker updates in Gmail for the claims service team to review and send. Write nothing to Salesforce until the intake supervisor approves the disposition, reserve and adjuster for that claim. The intake supervisor also signs each regional closeout. 6. Write into this Room's guideline that the intake supervisor approves every disposition, reserve and assignment before Salesforce changes, and signs each regional closeout. 7. After each clean batch, offer to turn the intake triage into an Automation. Before you start, ask me for our rules one at a time. [Get started](https://app.kylon.io/sign-up) Your first company harness. Where humans and agents run your business together. [Get started](https://app.kylon.io/sign-up) ## More Use Cases [View all](https://kylon.io/use-cases) [ ### Annual Credit Review: Limits and Holds Set by Policy, Account by Account Twenty-six credit accounts, one limit table and a steady stream of corrections. Agents in one Kylon room read Stripe payment history and Box credit reports and propose each limit and hold for Salesforce, and the credit lead approves every change before it is written. 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