INSURANCE USE CASE

Claims Teams in the Field

A claim is the moment an insurer is actually judged, and it is handled by phone: the policyholder reporting the worst week of their year, the loss adjuster ringing ahead from the car, the claims handler chasing a contractor. Much of it happens on personal mobiles the firm cannot present, cover or capture.

The policyholder sees an unknown number at the exact moment trust matters most. This use case sets out what changes when the insurer's line sits on the phones the claims team already carries.

At-a-Glance

Sector: Insurance
Setting: Claims teams, loss adjusters, field visits
Teams: Adjusters, claims handlers, surge teams
Deployment: Business line on staff-owned handsets
Platform: The insurer's existing UC platform

Solution Highlights

Policyholders see one trusted number
Claim conversations kept on the record
Adjusters covered while on site visits
Surge teams issued lines the same day

The Challenge

A policyholder waiting on a claim answers every call with hope and screens every unknown number with suspicion. When the adjuster rings from a personal mobile, the call goes unanswered, the visit is missed, and the claim ages another day.

What was said matters as much as when. Reserves, repairs and settlements get discussed by phone, and a conversation that lives on a personal handset is invisible when the complaint arrives. And when a storm doubles the caseload overnight, the surge team needs reaching on the firm's numbers from their first shift — not a fortnight after the water has receded.

The Solution

Each adjuster and claims handler carries a business line on their own handset, delivered by eSIM. Calls and texts show the insurer's number — the one on the claim letter — so the call-ahead gets answered and the policyholder's callback reaches the claims team, not a voicemail on a roof.

The line is a full extension of the insurer's phone system, which is what the obligations need: conversations about reserves, repairs and settlements route through the platform, where they are logged and can be recorded and archived to the same standard as the contact centre. The adjuster dials from the phone's own dialler — nothing to install, nothing to remember mid-catastrophe.

And capacity moves at the speed of weather. Lines are issued by eSIM to a surge team in hours and withdrawn when the event closes, with every number staying the firm's throughout.

What Changes

The first change is the policyholder's experience. One recognisable number through the life of the claim, answered by the team whatever the diary says — at the moment the brand is genuinely on trial.

The second is the record. Phone conversations join the claim file like everything else, retrievable when a complaint, an audit or a dispute asks what was actually said.

The third is surge capacity. A catastrophe response stops waiting on handsets and contracts — lines are issued and withdrawn as fast as the event demands.

Key Changes

Claim calls answered at the worst moment
Settlement conversations retrievable
Field visits covered by routing
Surge lines issued and withdrawn in hours

Assessment

Nine questions about your own claims operation. The ones you can't answer are the ones worth looking into.

How it works today

What number does a policyholder see when an adjuster rings ahead?
Where does a policyholder's callback about a claim actually land?
Which claim conversations happen outside your recorded lines?

What it is costing

How many missed call-aheads turn into failed visits a month?
What could you produce if a settlement conversation were disputed?
How long did lines take to reach your last surge team?

What would change

Which claims team would you pilot first?
What should routing do while an adjuster is on a site visit?
How fast could you stand up fifty lines for a storm response?

Insurance is sold on a promise and judged on a claim, and the claim is handled over calls the firm too often cannot present, cover or capture. Putting the insurer's line on the phones the claims team already carries fixes the moment that matters — and leaves a record of it.

Count the unanswered call-aheads first; that is where claims age.

Looking Ahead

Map which claim calls go uncapturedPilot one claims teamSet site-visit routingRehearse the surge issue

Learn More

Visit tango-networks.com or contact your local Tango Extend partner
for a personalised demonstration.

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Version 1.0 · August 2026