Claims
Pay the right claims, sooner.
Friendly turns every claim file (medical records, forms, correspondence, prior history) into one sourced timeline, checks it against the policy terms and names the next step. Leakage falls, cycle time falls, and every position holds up on file review.
FIG. 1 · ILLUSTRATION · ONE DISABILITY CLAIM, FOUR SENDERS
2019 — 2026
2019
2020
2021
2022
2023
2024
2025
2026
Provider A · GP
Diagnosis 2019-06-02
Physio course
Referral to specialist
Provider B · specialist
Diagnosis 2019-03-11
Capacity review
Follow-up
Employer file
Absence from 2019-06
Modified duties
Return-to-work attempt
Claimant
Claim lodged
Appeal lodged
DATED EVENTCOURSE OF TREATMENTCONTRADICTION
DIAGNOSIS DATE DISPUTED, 83 DAYS APART · FLAGGED, NOT AVERAGED AWAY
An illustration of what Friendly identifies and tracks in a claim, not a product screen: diagnoses, treatment, work status and statements from every sender, put in date order, with the places they contradict each other flagged for the assessor.
Your team works to the same policy terms, with far less reading.
Leakage
Paying the wrong claim costs more than paying late.
Most leakage is not fraud. It is a document nobody had time to read, a prior condition at page 340, an exclusion that applied. Reading every page of every claim closes the gap without adding a review layer.
Cycle time
Faster decisions that still hold up to a regulator.
Shorter cycle times improve the experience claimants judge you on. The audit trail underneath is what lets the improvement survive a market conduct exam.
Capacity
Each adjuster handles more claims without working overtime.
85% less handling time per claim releases capacity without a hiring plan, and at 7,000 pages an hour a five-hundred-page file stops being a scheduling problem.
See exactly why a claim was paid or declined.
Every criterion in the definition and every exclusion is checked against the file, with the evidence and its page alongside. A criterion that falls short, or a finding below your threshold, goes to an assessor with the reason attached, not into the decision.
Two years later, when someone asks why the claim was paid, the answer is already in the file.
Claim check · critical illnessDefinition not met
Claim 71-3308
Heart attackdiagnosed 14 Mar 2026
Definition §4.2 · all must be met3 / 4
✓Heart muscle damagepg 12
✓New ECG changespg 18
✗Troponin T above 1.0→ 0.62 foundpg 23
✓Confirmed by a cardiologistpg 31
Exclusions §7 · none may apply1 to review
✓Diagnosed in the first 90 days→ clearpg 2
!Heart disease before cover→ 64% confidencepg 44
Next step · routed to an assessor
Confirm the troponin assay the lab used. The wording accepts an equivalent threshold.
The tools your assessors use every day.
The same platform as the rest of the site, seen from the claims desk: the history, the exclusions, the conditions and the next step, each sourced to its page.
StoryMode
See the claimant's history in date order
Every diagnosis, treatment and consult from every sender, assembled into one dated narrative.
Exclusions check
Check every exclusion in the policy
Each exclusion marked applicable or not, with the key evidence from the claim file beside it.
HealthGrid
Group conditions by body system
Conditions from medical records and claim forms grouped by body system, each one linked to its page.
FocusGrid
Know what to resolve before you decide
Flags the issues on a claim that need the assessor's attention before a decision, each with the next best action, so senior judgement reaches every desk.
Handwriting recognition
Read handwritten claim forms
Handwritten claim forms and physician statements read into fields, scored and sourced.
Narrative & chat
Ask questions across the whole claim
A claim narrative with its timeline, and answers to questions with the source attached.
Built for claims with long, complex files.
Disability
Own-occupation definitions, elimination periods and offsets, checked against years of records from every provider.
Workers' compensation
Employer files, treating providers and correspondence resolved into one history, with the contradictions named.
Critical illness
Diagnosis evidence, pathology and staging mapped to the definitions and exclusions in the wording.
Supplemental benefits
High volumes of shorter files, decided consistently, and cleared without a queue where the evidence allows.
“Friendly's platform delivered 85% efficiency gains in our underwriting operations while maintaining the accuracy our actuaries require.”
Insurance executive, MunichRE · the same substrate runs claims
Bring three claims you argued about. We'll run them against your policy terms and show every finding.
Your files, your wording and your adjusters' own calls as the ground truth, in week one.
The intelligence layer for decisions you can defend. Underwriting and claims, on evidence your auditors can follow.
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