Financial Services scenario: Process a claim

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Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
Extend

KPIs impacted

Client retention

Value benefit

Revenue growth

Cost savings

Using Copilot to process a claim


1. Summarize customer support issues

Develop a Power Automate workflow to notify claims agents of issues with their customers.

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Copilot in Power Automate

Benefit: Prioritize customer issues from a given time period.

2. Update a claims form

Use Copilot to update a claims form based on information in an email.

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Benefit: Quickly update claims forms without having to search for specific content.

3. Search repository

Use a custom agent built using Copilot Studio to find answers to common questions.

Benefit: Quickly get answers to questions about policy coverages.

4. Prepare for a meeting

Summarize claim content prior to a settlement discussion.

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Copilot2

Benefit: Quickly summarize documentation across internal documents and customer calls and emails.

5. Summarize FNOL call

Generate call transcripts from Teams Phone and create summaries of first notice of loss (FNOL) calls.

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Copilot in Teams

Benefit: Ensure call transcripts are captured and important points are captured in a summary.

6. Respond to the claim

Ask Copilot to draft a response to a customer claim based on the available documentation.

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Copilot2

Benefit: Quickly draft email content with the appropriate tone and depth.

1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Copilot at copilot.microsoft.com, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.