The worst week
of their year.
Prepared for.
A commercial claim starts on the worst day a business has had in years. Everything after that is a wait they cannot see into. This is a concept for making that wait legible — without a machine ever deciding a claim.
“Nobody buys insurance for the policy. They buy it for the week they have to use it.”
The premise of this conceptThe claim that has been open eleven days
A business has lodged a claim and heard nothing since the acknowledgement. They do not know whether an assessor has been assigned, whether their documents were enough, or whether they should be arranging their own repairs. The information exists. It has just never been assembled into an answer.
You are advertising for a customer lifecycle role. We also read your own site: of the five things a customer most wants to know before they buy, it answers two.
What happens now
The broker chases. The claims handler is across six files. The customer learns things by asking twice.
What it costs
A commercial claim handled opaquely is a renewal lost eleven months later, for reasons nobody writes down.
What the concept does
Assembles the state of the claim into something a person can send, and flags what is actually blocking it.
Every claim moment, one pattern.
Each of these is a moment your customer already spends with you. Each can carry what the phone above shows: watch the work, earn the wait, answer one thing.
Be relevant — right thing, right moment · Be respectful — short, skippable, quiet by design · Be measurable — real impact, on the record · Be Aotearoa — built here, for how Kiwis actually wait
Every waiting moment in a commercial claim
Six gaps between the incident and the money, and what a business could be told in each one.
The evidence gets captured while it still exists, before anyone opens a file.
The file stops being a reference number and becomes a person with a phone.
They find out a document failed on the day they sent it, not a fortnight later.
A site visit gets booked around the business, instead of landing on it.
They can tell their board something true, before the answer is final.
The finance manager gets a date they can put in a forecast.
Four steps, every time.
- The signalSomething in your own systems says a person is now waiting, and roughly how long for.
- The predictionHow long this one will really take — not the average, this one.
- The valueSomething worth their attention goes into that window: an answer, a credit, a thing prepared while they wait.
- The exchangeThey get value. You get a customer who stayed, and one optional answer you have always wanted.
This is the reward layer, running for real on this page. Drag to scratch it. Nothing is collected, nothing is sent — it is here so the idea is something you do, not something you read.
US retailers lose an estimated $37.7 billion a year to customers who abandon because of long queues, split roughly $15.8b to competitors and $21.9b abandoned outright (Adyen with 451 Research). The New York State Department of Labor reported a 48% reduction in hang-ups after introducing virtual queuing. Theme parks moving to virtual queues reported a 36% lift in per-capita spending, because guests spent the wait somewhere that sold something. A Seattle-Tacoma Airport study found 63% of passengers said they shopped or ate more because they saved time in the security queue.
Every figure on this page carries its source. Overseas figures are shown as overseas figures — we have not found a published New Zealand equivalent, and we will not invent one.
One claim. Four states of the same wait.
The status is “open” in every case. What the customer needs to hear is different every time.
A template sends the same thing to everyone and changes the name. What matters here is the case that should get something different — or nothing at all.
The rules beside each draft are placeholders. A pilot replaces them with your actual policies. We have not seen those, and this concept does not guess at them.
The line this never crosses
The whole risk in claims automation is a machine appearing to decide something. These checks exist to make that impossible.
Drafts are held against the Financial Markets Conduct Act fair-dealing provisions, the Conduct of Financial Institutions regime, the Fair Trading Act 1986, and the Privacy Act 2020.
Press run to see what it catches — and what it refuses to produce at all.
One room. Your people, your agents, every action on the record.
Every concept on this page would run inside a private room like this: your team and the agents in the same space, drafts appearing with receipts, a named person saying yes. It runs on infrastructure you approve — and what is said in the room stays in it.
receipt sources: your rate card · rules: yours · held for approval
Client information stays in your room. Six months later, “where did this come from?” is one line, not a search.
Yours
Runs where you approve — your own room, your own record. Nothing in it leaves it.
On the record
Every agent action lands as a line a person can read — not a log only a vendor can open.
People decide
Drafts wait for a named person. The room shows who said yes, and when.
This panel is a concept picture, not a live room — a pilot stands up the real one, on infrastructure you approve.
Where the open claims actually are
Illustrative and fictional. No production access is requested by this concept.
| Claim state | Volume | Prepared | Waiting on | Status |
|---|---|---|---|---|
| Progressing, nothing needed | — | Update, no action required | Nobody — closes itself | Ready to send |
| One document outstanding | — | Named the exact item | Customer | Awaiting approval |
| Specialist assessment queue | — | Honest explanation of the delay | Claims handler sign-off | Awaiting approval |
| Heading toward decline | — | Nothing drafted — file prepared | A person | Held — no draft |
| Assessor not yet assigned | — | Draft held | Internal allocation | Blocked internally |
| Broker-managed | — | Update prepared for the broker | Broker relationship owner | Awaiting approval |
Volumes are deliberately blank. This concept has no AIG data and does not estimate claim numbers.
Every draft carries its own working.
Not a log somebody has to go and find. The provenance travels with the work — what it read, which rules it held, who must approve it, and what it refused to do.
This matters most on the day someone asks why it said what it said.
- Artefact
- Claim update — one document outstanding
- Read
- Claim state fields (placeholder) · outstanding-items list (placeholder) · published product information
- Rules held
- Financial Markets Conduct Act fair-dealing provisions · CoFI regime · Fair Trading Act 1986 · Privacy Act 2020
- Refused
- No coverage position, settlement figure, settlement date or decline was communicated. Declines are never drafted.
- Approver
- A named person. Unsent until then.
- Prepared
- —
- Reference
- —
What this will never do
It does not send. It prepares, and a named person sends. It does not publish to any channel, commit spend, move money, or make a decision that belongs to a person. It does not pretend to be a person — every draft says it was prepared by a machine and approved by a human.
No production access is requested by this concept.
Scope
One claim type, one segment. Six weeks. Not assessment, not coverage, not declines.
Access
Claim state fields and your outstanding-items taxonomy. No policy documents. No customer records. No assessment reports.
Scorecard
Updates sent without rewrite. Chase calls and broker chases that did not happen. Claims where a person agreed the concept correctly refused to draft. One claims lead’s answer to “would you put your name on this?”
Fail any line of the scorecard and we change the design or stop.
What a pilot actually asks of you.
Written out in full, because the honest version of this is short and most of it is your time, not your money.
One named person
The approver. Every draft stops with them and nothing reaches a customer until they say so. Expect about two hours a week — reading drafts, not managing a project.
One situation, not the business
One claim type, one segment. Six weeks. Not assessment, not coverage, not declines.
Read-only access, nothing that writes
Claim state fields and your outstanding-items taxonomy. No policy documents. No customer records. No assessment reports. No production credentials, no write permissions, no access to anything the pilot does not need.
Your actual rules
The policies, limits and words the drafts must be held against. Every rule on this page is a placeholder standing in for yours. An afternoon with whoever owns them is usually enough.
Six weeks, then a real decision
Scored on: Updates sent without rewrite. Chase calls and broker chases that did not happen. Claims where a person agreed the concept correctly refused to draft. One claims lead’s answer to “would you put your name on this?” Fail any line of that and we change the design or stop. You keep everything drafted either way.
A fixed fee, agreed in writing first
No number is published on this page, because it depends on which situation you pick. Whatever it is, it is agreed before any work starts and it does not move.
Run the pilot.
Say yes to the six weeks above, and add anything you would change first. Nothing here is fixed — most pilots move a line or two before they start, and the notes below are how that happens.
Opens your mail app to assembl@assembl.co.nz with your notes in it. Nothing is collected by this page.
- Six weeks, one situation, scored against a written line
- Read-only access, nothing production
- A named approver — nothing sends without them
- A fixed fee, agreed in writing before anything starts
- Stop any time. You keep what was drafted
Pick a verb.
Not “book a demo”. Any of these is a real next step, and the last one is a perfectly good answer.
What is the one constraint we have got wrong?
Every concept is built from the outside. There is always something about how AIG actually runs that we could not see. One line is enough.
Opens your mail app to assembl@assembl.co.nz. Nothing is collected by this page.