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Insurance · claims and agency operations

Every page of the claim file, on the claim, the day it arrives.

A claim file is built by a dozen senders. CapturePoint 6 splits the day's claims mail, recognizes each document and reads the claim and policy numbers on the PC by your scanner. Content Central keeps the file whole, current and ready for an examiner.

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Before: the day's claims mail as one unnamed pile. After: the same pages named and filed to claim NGM-2026-004140-01.BEFOREToday's claims mailNo names, no claim numbers.AFTERNGM-2026-004140-01First notice of lossPolice crash reportWitness statementRepair estimateTow invoiceField adjuster reportFiled the day it arrived
The claim number is fictional sample data.

Who this page is for

Two numbers run your office.

Claims work by claim number. Agencies and underwriting work by policy number. The same mailroom often opens both, and the paper has to be split into two streams before anything else can happen.

Claim number

NGM-2026-004140-01

Claims supervisors, adjusters and the claims assistants who open the mail

Your file grows from a dozen senders over weeks or months. What matters is that every page lands on the right claim the day it arrives, and that the adjuster sees it.

  • First notice of loss
  • Property and automobile loss notices
  • Police crash reports and supplements
  • Witness statements
  • Repair estimates and property damage estimates
  • Field adjuster reports and photograph logs
  • Sworn statements in proof of loss
  • Reservation of rights letters
  • Total loss valuations
  • Medical itemized statements and authorizations
  • Releases, decision letters and subrogation letters

Policy number

PA 5961402-69

Agency account managers, CSRs and underwriting assistants

Your work is the policy: applications in, declarations out, certificates of insurance on request. The question is always which version went to whom, and when.

  • Commercial insurance applications
  • Policy declarations
  • Certificates of liability insurance
  • Endorsements and renewals
  • Loss runs and prior carrier letters

Numbers shown are fictional sample data.

How a claim file grows

One claim, many senders, two months.

A routine auto claim, from the date of loss to the subrogation letter. Every arrival has to find the claim, and the adjuster, without someone walking it over.

One auto claim over about two months, from the date of loss to a subrogation letter, with each document and its sender.Day 0Date of lossTwo cars, one intersectionDay 3First notice of lossAgency or the insuredDay 5Police crash reportPolice departmentDay 6Witness statementWitnessDay 11Repair estimateBody shopDay 14Representation noticeClaimant’s attorneyDay 23Field adjuster reportAdjusterDay 30Proof of lossInsuredDay 44Release of all claimsClaimantDay 58Subrogation letterTo the other carrier
One auto claim, as an example; the days are illustrative.

What goes wrong today

Where claim files break.

  1. 1

    The police report with no claim number.

    Crash reports carry a local report number, not yours. It goes in the pile of pages nobody could index, and the liability decision is made without it.

  2. 2

    The supplement filed over the estimate.

    A body shop supplement reprints the original header and first lines. Filed as the same document, the payment is figured on the wrong total.

  3. 3

    The attorney’s letter nobody saw.

    A representation notice sits in the mail stack for two days while the adjuster keeps calling the claimant directly. Now there is a second letter, and it is not friendly.

  4. 4

    The file the examiner asked for.

    Half the claim is in the claims system, half in a shared drive, and the proof of loss has no record of when it came in. Rebuilding it takes a week you did not have.

A worked example

One claim file, page by page.

Claim
NGM-2026-004140-01
Policy
PA 5961402-69
Line
Personal auto
Date of loss
03/06/2026

Seven documents from six senders, scanned in one stack as they came in. The claim, the insured (Marcus Whitfield) and the carrier (Northgate Mutual) are fictional sample data.

First notice of loss
From: Agency
Claim and policy number, insured, date of loss, date reported, reported by
Filed to the claim
Witness statement continuation
From: Witness
Claim and policy number, loss date, insured
Filed to the claim
Police crash report
From: Police department
Local report number, weather, contributing circumstance. No claim number on the page
Waited for review with its reason shown; a person chose the claim once
Repair estimate
From: Body shop
Estimate number and date, claim and policy number, insured, loss date
Filed to the claim as its own document
Tow invoice
From: Tow company
Invoice number and date, bill to, line items, subtotal, tax and total, with the line math checked
Filed to the claim for payment approval
Representation notice
From: Claimant’s attorney, by email, printed
Claim number, loss date, insured
Filed, and the adjuster is emailed the moment it lands
Field adjuster report
From: Adjuster
Claim and policy number, date of loss, insured, cause of loss
Filed to the claim

The crash report is the one that needed a person: it has no claim number. Each confirmation teaches CapturePoint 6, so after steady use most documents need no review at all. The estimate and its supplement stay two documents, not one.

How Ademero fits

Paper at the scanner, the claim file in one place.

Paper claim mail goes through CapturePoint 6 into a Content Central claim file. Emailed and uploaded documents go through Paige to the claims system by webhook or SFTP.PAPERClaims mailMail, faxes, walk-ins, field paperworkCapturePoint 6Splits the stack, names each documentReads claim and policy numbersChecks them against open claimsReads on the PC by the scannerContent Central claim fileFiled by claim numberPayments over authority to a supervisorOn hold when the claim is in suitAudit trail and version historyA complete, current fileELECTRONICEmailed and uploadedEstimates, invoices, agency submissionsPaigeIn the cloud; reads fields and line itemsYour claims systemData by webhook, SFTP or download
Two ways in. Paper goes through CapturePoint 6 at the scanner; documents that arrive electronically can go through Paige.

CapturePoint 6

For the claims mailroom and the agency scanner

Learns your claims and policy paper from your own samples: loss notices, proofs of loss, estimates with their line items, crash reports, adjuster reports, releases, applications, declarations and certificates. Unlimited scanning on your own PC.

About CapturePoint 6

Content Central

For the claim file itself

In the cloud or on your own servers. A claim file can be set up as a packet keyed on the claim number, so you see at a glance which documents are still missing. Workflow rules alert the adjuster to new arrivals and send payments over an adjuster's authority to a supervisor.

About Content Central

Paige

For documents that arrive by email or upload

Send documents in and get clean data back, by webhook, SFTP or download. Paige learns a new layout from a few samples and reads fields and line items. It runs in the cloud.

Start Paige free

The rules you work under

What an examiner expects to find.

Your compliance team sets the policy. These are the rules that shape a claim file, and the controls Ademero gives you to meet them.

  • State unfair claims settlement practices rules

    Most states base theirs on the NAIC model, with deadlines to acknowledge a claim, answer correspondence and accept or deny. The number of days differs by state, so the date each document arrived matters.

    Every document is filed the day it is scanned, and Content Central records when it was captured and by whom.

  • Market conduct examinations

    Examiners read claim files to see what came in, when, and what was done about it. A file that has to be rebuilt from several places reads badly.

    One claim file, with version history and an audit trail of views, changes and emails.

  • Record retention rules

    State regulations set how long claim and policy records are kept after a claim closes or a policy ends. Litigation adds its own duty to preserve.

    Retention schedules per document type, and a hold that keeps a claim file indefinitely while it is in suit.

  • Gramm-Leach-Bliley Act privacy

    Policyholder and claimant information is nonpublic personal information, and state insurance regulators enforce its protection.

    Permissions by document type and by field value, Active Directory or SAML sign-in, and MFA you can require for everyone.

  • NAIC Insurance Data Security Model Law and 23 NYCRR 500

    Many states have adopted the NAIC model, and New York has its own cybersecurity regulation. Both expect controls on who can reach nonpublic information and records of activity.

    An audit trail of sign-ins, views and downloads. CapturePoint 6 reads pages on your own PC, not on an outside service.

  • Medical records in injury claims

    Records arrive with the claimant’s signed authorization, and they belong with the people handling the injury, not the whole claims floor.

    The authorization is recognized as its own document type, and medical documents can be limited to the people who need them.

Questions claims teams ask

Can CapturePoint 6 send documents and data to our claims system?

CapturePoint 6 can export each finished document to folders with automatic folder and file names, as a searchable PDF (optionally PDF/A) with a data file holding every captured value, ready for another system to pick up from the folder. It also sends documents to Content Central, SharePoint or OneDrive (work or school accounts), Google Drive, Dropbox and Nucleus One. For documents that arrive electronically, Paige returns clean data by webhook, SFTP or download.

Do we have to sort claims mail by claim before we scan it?

No. Scan the day’s mail as one stack. CapturePoint 6 starts a new document automatically, at separator sheets, at barcodes, or both, and recognizes each document type. Claim and policy numbers can be checked against an exported list of open claims, and anything it is unsure of waits for a person with the reason shown.

Can claims and policy paperwork go through the same scanner?

Yes. Run them as two jobs, one for claims mail filed by claim number and one for agency and underwriting paper filed by policy number. Set each one up from a folder of your own claims or policy paperwork.

Scan a claim file today.

Download CapturePoint 6, take the 2-minute tour from the welcome screen, then try it on a few of your own claim documents. The free trial starts the first time you open it, with no form.

Or bring a real claim file to a free demo

Since 2002, more than 1,000 organizations have used Ademero software. Fortune 500 companies and government agencies review our security every year and keep renewing.