A claim should never be waiting on us.
Most delay in claims handling is not adjusters working slowly. It is a file sitting in a queue nobody owns, an offer nobody answered, a licence that lapsed unnoticed, or a report that came back for a correction it should never have needed. Hamilton runs on one system that knows where every file is and what it is waiting for.
- Intake
The claim arrives
By XactAnalysis where the carrier uses it, by structured email where they do not, or keyed by a desk adjuster. The policy comes in with it: each coverage and its limit, and every deductible the policy carries — flat or a percentage, all-other-perils or specific to wind, hail, hurricane or named storm. Three SLA clocks start at that moment, set from the carrier's own program.
- Assignment
It finds the right adjuster
Scored, not broadcast. An adjuster has to hold a current licence in the state of loss, have room on their board, and be close enough that the drive is honest — we measure what the trip adds to the day they already have, not a straight line on a map. Their record on time to contact, inspection and report weighs the rest.
- The offer
One text, one reply
City, peril, distance and SLA. Reply YES and it is theirs; no reply and it moves to the next adjuster on the list rather than sitting. The offer, the reply and the timing are all recorded.
- The field
Contact, inspect, document
The adjuster works from a board that shows what is due and when. Photographs, measurements, the estimate and the notes attach to the file as they go — not gathered up afterwards from a phone and an inbox.
- Review
Checked before it leaves
A file reviewer checks the completed work against the carrier's rubric. Anything sent back names what is wrong and why, so the same correction is not made twice.
- Return
Back the way it came
The assembled file goes to the carrier through the channel they use, and the three numbers go with it. Nothing is summarised away: the carrier sees the same timeline we do.
The controls are the architecture.
A carrier handing over claim files is handing over their policyholders' names, addresses, losses and photographs of their homes. That is the reason for each of the following, and none of them is optional.
Carrier data cannot cross tenants
Isolation is enforced in the database itself, on every table, for every query — not by remembering to add a filter in application code. A carrier user's session simply cannot return another carrier's rows.
Everything that happened is still there
Claim events, audit entries and application history are append-only. A status change records who made it and when; nothing is overwritten and nothing is quietly deleted.
Signatures that hold up
Consent is captured before a document can be signed, the exact text signed is fingerprinted and stored with the signature, and templates are versioned and immutable. An agreement signed in March can still be produced, word for word, in a dispute two years later.
Least privilege, including for us
Scheduled jobs run as a named account with one job and one permission, never as an administrator. Sensitive values that only need to appear on a document are written to the document and not stored — a signed W-9 carries the taxpayer number; the database keeps four digits.
Licensing enforced, not recorded
Deployability is computed, not ticked. An adjuster whose licence lapses stops being eligible for work in that state the same day, without anyone remembering to act.
SOC 2 from the first line
The controls above were built with the system rather than retrofitted around it, because the retrofit is where the gaps are.
Want to see it against your own files?
Tell us the states, the lines and the volume, and we will walk you through what a claim of yours would look like from intake to return.