Operational systems for insurers, brokers and loss assessors
An insurance business runs on evidence that arrives late: a claim reported three days after the accident, an inspection photograph nobody can match to a policy, a renewal that lapsed because the reminder went to an old email address. Eigenstate Systems closes those gaps using the channels your policyholders already use — WhatsApp, a phone camera, a branch scanner — and connects them to the policy administration and accounting systems you already run. The result is a claim file that opens itself at the roadside and a book that renews on schedule.
The claim starts at the roadside, not at the branch counter
First notification of loss — the moment a policyholder tells you something has happened — decides most of the cost and most of the goodwill in a claim. A WhatsApp intake agent takes that notification when the client can give it, asking for the policy number, location, registration and photographs in a fixed order, so your handler receives a complete file rather than a voice note and a promise to send pictures later. We built the same pattern for Harris Auto, whose Front Door WhatsApp concierge is in production.
Photographic evidence you can assess from
Claim photographs are only useful if they show what they claim to show. Computer vision — software that reads images the way a person would — checks each submission on arrival: whether the number plate matches the vehicle on cover, whether the image is sharp and taken where and when it was said to be, and whether it has already been used on another claim. Damage is tagged and grouped, so an assessor opens a sorted file instead of an unordered pile of images.
Proposal forms, police reports and quotations, read once
Underwriting and claims both drown in documents that are scanned, emailed and then retyped: proposal forms, identity documents, police reports, garage quotations, medical invoices. Document automation reads these, extracts the fields that matter and writes them against the right policy, flagging anything it cannot read with confidence rather than guessing. Excess, cover dates and sum insured are checked at intake, before settlement is authorised.
Renewals, lapses and premium collection
Most books in Zimbabwe leak at the renewal and the monthly debit rather than at underwriting. InOne CRM holds each class of business as its own pipeline, so short-term motor, fire, funeral assurance and medical schemes are chased on their own cycles instead of one undifferentiated list. Reminders go out over WhatsApp, SMS and email before the renewal date, and replies from clients, brokers and agents land in one shared inbox.
Risk management for the assets you are carrying
For corporate accounts, the cheapest claim is the one that never happens. Vehicle tracking and driver behaviour data on an insured fleet, Bluetooth tags on insured plant, and detection on CCTV already installed at an insured yard give insurer and insured something to manage against — and settle later disputes about where a vehicle was.
Regulation, records and the limits we place on automation
Insurance is a supervised business and we build to that. Data stays in your environment or a dedicated tenant, in a location you know, with role-based access and an agreed retention period. Every automated action is logged with its inputs, and no system we build declines a claim, repudiates cover or alters a reserve.
What it covers
Your policy system stays
We integrate with the administration and accounting platforms you already run. This is a layer that feeds them, not a replacement project.
Signals, never verdicts
Duplicate images, mismatched plates and inconsistent timings are flagged for a human investigator. The system never rules on fraud itself.
One inbox for the book
Messages and calls from clients, brokers and agents land in one shared inbox, so cover continues when a staff member is away.
Branch and agency network
Field agents and branch staff work from the same pipeline and client record, whether they are in Harare, Bulawayo or a growth point.
Built for interruptions
Messages, photographs and receipts queue through a network or power outage and reconcile when the connection returns.
How it works
Assessment
We sit with your claims, underwriting and finance teams, follow one claim and one renewal end to end, and record which systems, channels and documents are already in play.
Integration
We connect WhatsApp and your other client channels, the policy administration system, the document store and any tracking or camera feeds. In this phase the system observes and reports only.
Rules and guardrails
Intake questions, validation checks, escalation thresholds and reminder logic are agreed with you and tested against historical claim files and real photographs.
Go live and optimise
The system takes the workflow for one class of business first, with weekly reviews and tuning. A first system is typically running in about four to six weeks.
Questions buyers ask
Do we have to replace our policy administration system?
No, and we would advise against it. We connect to what you have through an API, a database view or a scheduled file exchange, so your ledger, regulatory reporting and reinsurance arrangements carry on unchanged.
Can an AI agent decide a claim?
It does not, and we do not offer that. The agent gathers the notification, validates what can be checked against the policy record and prepares the file. Liability, quantum, repudiation and settlement stay with your people, and anything unverifiable goes to a person with the reason attached.
Our brokers and agents already work over WhatsApp. Does this disrupt them?
It formalises what they do rather than replacing it. Conversations run through a business number your organisation owns, so the history stays with the company when an agent leaves and a supervisor can see it. Agents keep using the same app on the same phone.
We collect premiums in more than one currency, often in cash. Can this handle that?
Yes. Receipting records the currency, amount and method actually used, including cash and mobile money taken at a branch or by a field agent, and reconciles it against the premium due. Where collection runs through a bank or mobile money provider, we read the settlement file.
How do you protect client and medical information?
It stays in your environment or a dedicated tenant in a location you are told about, with role-based access, logged retrieval and an agreed retention period. Medical and biometric data is treated as a tighter category, scoped field by field during the assessment.
Can we pilot on one class of business?
That is how we would run it. Motor claims intake or funeral policy renewals make good first systems: volumes are high and the result is easy to measure against your current turnaround. Extending to other classes is configuration, not a new build.
Book a platform briefing
Fifteen minutes with an engineer, not a sales presentation. Tell us where your book leaks — claim turnaround, photograph quality, renewal lapses, agent follow-up — and we will say honestly what can be automated and what should stay with your people. sales@eigenstatesystems.com or WhatsApp +263 77 636 6999.