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Use case · Claims management

Claims management software: the system changes on Monday, the claims never stop.

Claims management software touches every claim from first notice of loss to payment, so replacing it, moving it to the web or consolidating several tools changes every screen your people rely on. Desk adjusters live in it all day. Independent adjusters only log in for their assignments. And FNOL keeps coming in at the usual pace.

Book a demoSee the cutover timeline
K-Studio
Exercise 2 of 8Score 100%
Simulation
Claim #Loss typeStatus
CLM-0418Water damageAssigned
CLM-0419Auto glassNew
CLM-0420Vehicle theftPending docs
CLM-0421FireInspection
FNOL · CLM-0419Save
Loss typeAuto glass ✓CoverageComprehensiveInitial reserve$380Next stepAssign a preferred repair shop
iYour turnOpen CLM-0419, the claim reported this morning.!AlmostThat’s CLM-0418. It’s already assigned to an adjuster.✓Well doneRight claim. Verify coverage before you save.
7,000Allianz employees trained on the web version of their claims management system
68simulated exercises to practice each step before touching a live claim
1,100Stelliant staff and independent adjusters guided inside their new platform
The short answer

How do you roll out new claims management software without slowing down claims?

Get adjusters ready on the screens they’ll actually use, at three points in the project.

Before cutover · K-STUDIO

Rehearse on a replica

FNOL, claim setup, settlement: every step practiced with zero risk to live claims.

At go-live · K-NOW

Guidance inside the claim

The carrier’s rule shows up on screen the moment an adjuster hesitates.

After go-live · K-VALUE

Watch cycle times recover

Screens where people stall, steps they abandon, teams that fall behind.

The problem

The project migrates the claims data. Nobody migrates the muscle memory.

Claims projects focus on data conversion, coverage configuration and integrations with adjusters and repair networks. Claims staff often see the new screens for the first time on the day live claims start landing in them, with the same caseload as the week before.

×Unprepared cutover
  • A quick demo of the new UI a week or two before cutover.
  • Familiar steps in unfamiliar places: every click turns into a search.
  • Independent adjusters you can’t pull into a classroom.
  • Cycle times creeping up while the queue keeps growing.
✓Prepared cutover
  • Exercises on a replica: Allianz faithfully reproduced how its claims system behaves, right in the browser.
  • Practice people can repeat as often as they need: 68 exercises, no dedicated training environment.
  • In-app guidance for staff and independent adjusters alike: 84 published items at Stelliant.
  • Carrier guidelines on screen, not buried in an email nobody can find.
What the numbers say

Claim volume doesn’t take a break for your go-live.

€54.3 billionpaid out by French property and casualty insurers in 2025. Every one of those claims had to be handled, migration or no migration.France Assureurs, P&C insurance key figures
20,100people hired by insurance companies in France in 2024, each one a new user to train on the claims system.France Assureurs, insurance employment
21,600openings for claims adjusters, appraisers, examiners and investigators projected in the US on average each year through 2034, mostly to replace workers who leave.U.S. Bureau of Labor Statistics, Occupational Outlook Handbook
Independent adjusting and claims

Stelliant consolidates five tools into one platform and guides 1,100 users through it.

Project Kita brings five applications together in Sinergie, a single platform used by in-house staff and by independent adjusters spread across the country. K-NOW puts help right on the assignment screen, so it reaches people who never sat in a training session.

84 published items

Contextual help and step-by-step walkthroughs live in Sinergie.

One help layer

The same setup serves employees and independent adjusters.

AssignmentskSTEP 1 / 3Open the inspection assignment.InspectionsReportsCarriersBulletins
Inspection · assignment 24-1187Submit
CarrierMutual insurance partnerLoss typeWater damageDamage observedkSTEP 2 / 3Enter the damage you observed on site.kSTEP 3 / 3Apply the carrier’s guideline here.Carrier guidelinePhotos requiredReport due5 days
AllianzABS7,000employees trained

Claims staff trained on a browser replica

68 K-STUDIO exercises that mirror the web version of the claims system, with no production data exposed.

Read the success story → StelliantSinergie1,100staff and adjusters involved

Five tools consolidated into one platform

84 K-NOW items, plus each carrier’s guidelines right on screen.

Read the success story → Crédit AgricoleProject Nice65,000employees involved

Comparable case: a core system change across 39 regional banks

Not a claims project, but the same approach: 250 interactive content items for a network-wide IT switchover.

Read the success story →

See also:our go-live definition (in French)what hypercare means (in French)

Inside a claims system cutover

Three moments, three groups, three ways settlements can slip.

Before cutover, adjusters have to relearn their steps on new screens. On conversion weekend, a handful of people validate the migrated claims. Then Monday comes, new claims arrive at the usual pace, and every hesitation shows up in cycle time.

The method

Four steps to get claims teams ready for a new system.

Map your core claim types

FNOL, claim setup, assignment, settlement, subrogation: who does what, and on which screen.

Rehearse before cutover

K-STUDIO exercises on a replica of the system. More on go-live training.

Guide the first few weeks

K-NOW puts the business rule and the carrier guideline on the claim screen.

Track cycle time recovery

K-VALUE shows where people get stuck, screen by screen and team by team.

By software

Already running a claims management system? We cover it.

Guidewire, a core platform built in-house or insurance claims software from another vendor: the approach stays the same. Here’s what changes from one platform to the next.

GuidewireClaimCenterClaims handling in Guidewire InsuranceSuite, from first notice of loss through settlement.Guidewire adoption → SalesforceSalesforcePolicyholder communications and service requests around each claim.Salesforce adoption → MicrosoftDynamics 365Customer service and CRM, often running alongside the claims system.Dynamics 365 adoption → SAPSAPFinance and claim payments at the end of the process.SAP adoption →
The solutions

Before, during and after cutover.

K
K-STUDIOApplication simulator

Practice claims before go-live.

A replica of your claims system where people report, assign and settle claims without touching live files.

Explore K-STUDIO→
  • Cloned screens, anonymized data
  • Runs in the browser
  • Reusable for every new hire
  • Scored exercises
K
K-NOWDigital adoption platform

Guide people inside the claim.

Walkthroughs, help and carrier guidelines displayed in the application, with no change to the system.

Explore K-NOW→
  • Contextual step-by-step guidance
  • Guidelines by carrier
  • Targeting for staff and independent adjusters
  • Updates without a release
K
K-VALUEDigital adoption analytics

Know when cycle times are back to normal.

Metrics by team and by step to manage the weeks after go-live.

Explore K-VALUE→
  • Usage screen by screen
  • Abandoned steps
  • Time on task
  • Claims team comparisons
FAQ

Claims management software: common questions.

What is claims management software?
Claims management software is the system adjusters use to take first notice of loss, verify coverage, set reserves, assign adjusters and repair shops, and settle the claim. Guidewire ClaimCenter is a well-known example, and many carriers also run a claims management system built in-house.
What makes switching claims management systems risky?
Claims keep coming in while the change happens. Adjusters who worked from memory lose every landmark at once. At Allianz, moving the claims system to the web changed every click, even though the job itself stayed the same.
How do you train claims adjusters without a training environment?
Use a simulation that behaves like the real system. Allianz trained 7,000 employees with 68 K-STUDIO exercises in the browser, without exposing any production data.
How do you get independent adjusters up to speed on a new platform?
Put the help inside the application instead of in a classroom. At Stelliant, a single K-NOW setup supports 1,100 employees and independent adjusters, including people who never attended a session.
How do you push carrier-specific guidelines to adjusters?
Show them on the claim they apply to, at the moment they apply. Stelliant publishes routing guidelines and news bulletins through the same tool it uses for in-app guidance.
Do you have to customize the claims system to add in-app guidance?
No. Guidance runs as a layer on top of the application and is updated without a release, so it keeps pace with configuration changes.
How do you tell whether a new claims system has been adopted?
Look at actual usage: where adjusters stall, which steps get abandoned, how long tasks take by team. K-VALUE breaks it down screen by screen. For the stabilization period itself, see hypercare (in French).
Your claims cutover

Pick one claim. We’ll show you how your team rehearses it.

A first notice of loss, an adjuster assignment, a settlement: we start from an actual screen in your claims system and build its simulation and in-app guidance in front of you.

Book a demo