14 Jan · Jenna Kowalski · call
Dana Reyes raised board pressure on AI. Claims intake is the pain; she used the word "drowning." No budget identified. Asked us to come back with options.
Seeded from the account record
Scope the value session
Two questions · about three minutes
You've already done this work — it's in your CRM.
From CRM · CDW
Heartland Mutual Insurance
Insurance · $900M revenue
Heartland Mutual — AI claims modernisation
Stage 2 · $2.1M
Close date pushed twice · last updated 6 weeks ago
Dana Reyes called the claims team “drowning” on 14 Jan while raising board pressure on AI. The team handles a document-heavy intake process with PDF claim forms and a six-day cycle to first decision. Heartland covered Q1 volume with overtime rather than hiring. Compliance was flagged early: Robert Osei requires an audit trail on anything automated.
Matched pattern
Curated libraryMatched on document volume and manual review. Typically $2M–$9M annually.
Document-heavy intake
Partner record
From PRM · SalesforceCDW · AI & Data practice
Both prior pilots were document patterns — reuse that pilot spec?
Reusing the prior pilot spec
Not in the record: claim volume, current handling cost, whether Karen has seen anything.
Evidence behind the questions
Source notes
22 Jan · Ravi Menon · discovery
Document-heavy intake, PDF claim forms, ~200 person team. Six-day cycle to first decision. Dana said they covered Q1 volume with overtime rather than hiring.
29 Jan · Ravi Menon · noteNote incomplete
Flagged compliance early. Robert Osei will need an audit trail on anything automated. Need to confirm whether the low-confidence...
Known contacts
- Dana Reyes · VP Claims Operations · Champion
- Michelle Dorsey · Claims Supervisor
- Alex Chen · Senior Developer
- Robert Osei · Compliance
- Sandeep Nair · Infrastructure
- Karen Whitfield · CFO · Economic buyer
Record-derived defaults
Pattern: Document-heavy intake
Pilot spec: Reuse prior spec
AI
Two things to confirm
The record supplies the rest · Seeded responses, no live model
1 of 2
Roughly how many claims a day?
The business case depends on this number, and it is not in the record.
2 of 2
Economic-buyer observation
Karen Whitfield, the economic buyer, has no logged activity. The close date has slipped twice. Those facts are likely related. I'd get her in the room.