Question 1

What is claims triage in a home warranty context?

Accepted Answer

Claims triage is the step between intake and dispatch where the failure is diagnosed well enough to decide what should happen next. ProPay engages the homeowner the moment a claim comes in, collects symptoms, photos, and model and serial detail, then recommends repair, replacement, or call avoidance before a technician is assigned.

Question 2

How does ProPay decide whether to dispatch?

Accepted Answer

It validates coverage, severity, liability cap, OEM warranty status, and active recalls against your contract terms, then predicts the job code. Anything inside your configured thresholds is auto-decided; anything outside them routes to a human with the full claim context attached.

Question 3

Does triage improve first time fix rate?

Accepted Answer

That is the intent. Sending a technician with a predicted job code, confirmed model and serial, and photos of the failure means the right part and the right skill set arrive on the first visit. Job code prediction currently runs at roughly 60 percent accuracy and improves with claim volume.

Question 4

What data does ProPay collect from the homeowner?

Accepted Answer

Appliance and failure detail, symptom description, photos, and model and serial numbers where the homeowner can find them. Eighty to eighty-three percent of homeowners respond to the SMS engagement after a claim is initiated.

Question 5

Can our team override a triage recommendation?

Accepted Answer

Always. Every recommendation carries a confidence level and the supporting inputs behind it, and every search, decision, and override is logged to an audit trail.

Question 6

Which channels does triage run on?

Accepted Answer

SMS, chat, web, and voice, twenty-four hours a day. Around 7.9 percent of submitted claims turn out to have avoidable truck rolls, which triage catches before dispatch.

Stop the truck before it rolls

Stop the truck before it rolls

Stop the truck before it rolls

Reduce severity and cost-to-serve on every claim

Cut incorrect dispatches and unnecessary truck rolls

Enrich every claim with validated appliance data

Resolve more issues on first contact

End-to-end triage, day and night

End-to-end triage, day and night

80%

80%

7.9%

7.9%

$8

$8

68%

68%

24/7

24/7

"At the individual claim level, the notes and triage information are helping the team make better dispatch decisions. The people using it day to day are seeing real value, and it's making their jobs easier."

"At the individual claim level, the notes and triage information are helping the team make better dispatch decisions. The people using it day to day are seeing real value, and it's making their jobs easier."

Ryan, director of service operations

Ryan, director of service operations

Ryan, director of service operations

HOMESCRIPTION

HOMESCRIPTION

HOMESCRIPTION

"It is a time-saver in a business where every second counts."

national home warranty

national home warranty

Reach the customer the moment a claim comes in – over SMS, chat, web, or voice

Reach the customer the moment a claim comes in – over SMS, chat, web, or voice

Capture symptoms, photos, and model/serial to pre-diagnose the failure

80%

customer engagement

Capture symptoms, photos, and model/serial to pre-diagnose the failure

80%

customer engagement

Validate coverage, severity, liability, OEM warranty, and active recalls

Validate coverage, severity, liability, OEM warranty, and active recalls

Resolve simple fixes on the spot and stop the truck roll when it isn't needed

7.9%

call avoid potential

Resolve simple fixes on the spot and stop the truck roll when it isn't needed

7.9%

call avoid potential

Send the right tech with full claim context, cutting cycle time and lifting first-time completes

68%

Job-code prediction accuracy

Send the right tech with full claim context, cutting cycle time and lifting first-time completes

68%

Job-code prediction accuracy

Our agentic triage engages 80% of customers and avoids the truck roll on nearly 1 in 12 claims reducing severity, cycle time, and cost-to-serve.

Our agentic parts ordering improves efficiency by 90% and reduces costs by 20%

Multi-channel by design. Or launch one at a time.

Voice

SMS

Web / Chat

Sprint in parallel with your existing roadmap

30d

30d

to go-live

Hands-on

Hands-on

onboarding

Enterprise-Grade Security and Red Team Approved

SOC 2

SOC 2

Type 1

SOC 2

SOC 2

Type 2

Integrates into legacy stacks

150+

150+

integrations

"I ran through this for a fridge issue I had… the feedback was instantaneous. A virtual diagnostic but 48 hours faster."

Senior Director, Service Network

Senior Director, Service Network

Senior Director, Service Network

Job-code
prediction accuracy

Job-code
prediction accuracy

Our agentic parts ordering
improves efficiency by 90% and reduces costs by 20%

Multi-channel by design.
Or launch one at a time.