Claims answers grounded in policy, not guesswork
Adjusters now query policy wording, endorsements, and prior claim notes through a governed knowledge assistant instead of hunting across shared drives.
The challenge
Policy packets, endorsements, and historical claim files lived in disconnected repositories. New adjusters spent their first months learning where to look, and experienced staff still lost time confirming which wording applied.
How we worked
Palmarius treated claims knowledge as an operational system: classify the document estate, embed approved sources, and put retrieval in the adjuster workspace with citations that a supervisor can audit.
What we delivered
A RAG assistant retrieves the relevant policy clauses, endorsements, and claim notes for the open file. Vector search handles near-language questions, while every answer points back to the source document so coverage calls stay explainable.
“The assistant does not replace judgment—it finds the clause. We ask in ordinary language and get the endorsement, the exclusion, or the prior note with the page attached. That is the difference between a chatbot and a claims tool.”Priya Raman, Director of claims operationsBack to all stories