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Claims Routing

Intelligent Claim Assignment That Routes Every File Correctly

Right adjuster. Right expertise. Right capacity. Every time.

Manual claim assignment is one of the biggest sources of inefficiency in claims operations. The wrong adjuster gets overloaded. The right adjuster sits underutilized. ECode Pro replaces the guesswork with an assignment engine that routes every claim based on objective data — expertise, workload, license, and carrier requirements.

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Claims Routing — How It Works
1
Auto-routing based on expertise tags, license state, workload, and carrier rules
2
Real-time utilization dashboard shows exactly who has capacity
3
License state validation prevents illegal assignments automatically
4
CAT mode scales routing rules for surge events with one toggle
5
Carrier preference lists enforced automatically on every assignment
The Problem

Claims Are Being Assigned Based on Who a Supervisor Knows Is Available — Not Who Is Actually Best Suited

Senior adjusters overloaded while junior adjusters sit at 60% utilization
Claims assigned without checking license eligibility in the loss state
No visibility into team utilization until performance already suffers
CAT events causing assignment chaos with no systematic routing
Carrier-preferred adjuster requirements handled manually or ignored
The ECode Pro Solution

What ECode Pro Does Instead

Auto-routing based on expertise tags, license state, workload, and carrier rules
Real-time utilization dashboard shows exactly who has capacity
License state validation prevents illegal assignments automatically
CAT mode scales routing rules for surge events with one toggle
Carrier preference lists enforced automatically on every assignment
Feature Details

Everything Included

Expertise Tag Matching

Adjusters are tagged with their specialties — residential property, commercial property, liability, flood, fire, and more. Claims route to adjusters whose expertise tags match the claim type, weighted by strength of match.

Utilization Balancing

Current claim count is measured against each adjuster target capacity. Adjusters approaching capacity are deprioritized in routing. The team stays balanced automatically without supervisor intervention.

License State Validation

Every adjuster license is stored in ECode Pro with the state and expiration date. The assignment engine will not route a claim to an adjuster who lacks a current license in the loss state.

Carrier Preference Lists

Carriers can specify preferred adjusters or adjuster tiers for their claims. ECode Pro honors these preferences in the routing algorithm while still applying workload and license checks.

Manual Override with Logging

Supervisors can override any auto-assignment. The override is logged with the user, reason, and timestamp. Auto-assignment rules continue for all new incoming claims.

CAT Deployment Mode

During catastrophic events, CAT mode expands territory boundaries, increases capacity targets, and routes all new CAT claims to the designated adjuster pool. Activates with a single toggle.

Our most experienced adjusters were handling twice the workload of our newer adjusters. Nobody could see it until we were already in trouble. ECode Pro surfaced the imbalance in real time and the assignment engine keeps it from happening now.

Tamara R.
Director of Operations
Results

What Organizations Experience

Utilization variance across the team reduced from 54 to 12 percentage points
Average cycle time reduced 35% through better expertise matching
License compliance violations dropped to zero
CAT surge capacity doubled without adding administrative staff
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Frequently Asked Questions

Yes. Target capacity can be set individually per adjuster or by adjuster tier. Senior adjusters can have higher targets than entry-level adjusters. The utilization dashboard compares each adjuster to their individual target.
The claim enters a priority queue visible to all supervisors with an immediate alert. The reason no auto-assignment was made is logged so supervisors can address the gap.
Yes. Geographic territory assignments can be configured per adjuster. Territory routing is combined with expertise and license checks in the assignment algorithm.

See Claim Assignment Engine in a Live Demo

Book 30 minutes and see how ECode Pro handles your claims operation end to end.

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