Hi everyone 👋
We’re currently exploring how to automate our carrier loss/damage claims workflow using Fin AI and would really value input from anyone who has implemented something similar.
Context
We manage parcel claims (e.g. Royal Mail and other carriers) on behalf of merchants. Today, this process involves significant manual review, validation, routing, and follow-ups. Our goal is to reduce manual workload while maintaining a strong audit trail and strict compliance with carrier policies.
What we’d like to automate:
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Collect structured claim data (tracking number, order number, carrier, reason, invoice, proof of sale, damage photos, etc.)
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Validate required fields and supporting documents
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Dynamically enforce carrier-specific rules (claim windows, liability caps, required evidence)
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Route complete claims to the right internal team or BPO
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Automatically follow up if information is missing
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Provide SLA-based status updates
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Support appeal flows if claims are rejected
We’ve seen examples (like this LinkedIn post) suggesting Fin could:
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Guide customers through structured workflows
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Enforce policy logic
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Reduce manual CS triage
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Automate tagging and routing
Our questions:
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What’s the best way to architect this in Intercom? (Workflows + Fin + Custom Objects?)
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Can Fin dynamically enforce carrier-specific logic in a scalable way?
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What’s the best practice for validating required documents/attachments?
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How would you structure QA, audit trails, and compliance reporting?
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Has anyone implemented a similar insurance-style or claims automation flow?
We’re aiming for a production-grade setup — not just automation for speed, but something structured, auditable, and scalable.
Would really appreciate examples, architecture suggestions, or lessons learned 🙏