Claims Automation
An AI agent that works your claims the way your best agent would, supervised by ours.
It reads every claim against your SOPs and resolves it in minutes. It only pulls your team in when a claim genuinely needs you.
4 min
median first response
15 min
median resolution
43%
resolved with no human touch
97.6%
of claims analyzed by AI
How it works
It proposes. It resolves. Your team can always step in.
01
Analyzing.
Order, tracking, conversation and evidence, read together.
02
Suggestion ready.
A recommended action, a confidence level, and a plain-language reason.
03
Executed.
Claims that fit your rules resolve on their own. Anyone on your team can step in on any claim, any time.
04
Resolved.
The customer hears back from your brand, with the reason attached.
Inputs
What the agent reads before it decides.
The claim itself
The order
Tracking history
Customer history
The conversation
Uploaded evidence
Image authenticity
New
Fraud & order-risk signals
Your SOPs and precedent
Categories, not weights. We tune the model so you never have to.
Transparency
None of it is a black box.
Live analysis.
Watch the agent read the order, tracking and photos as it works.
The suggestion.
Action, confidence and reason.
Reason and trace.
The evidence, the rules applied, and every tool the agent called.
The settings.
The confidence threshold and the claim types it can act on, visible to you.
AI-led queue
AI runs the queue. We only come to you when it matters.
Every new claim is picked up by AI triage: AI Queued, AI Processing, AI Ready, AI Escalation. When only your team can answer (which SKU to send, whether to approve an exception), the claim moves to On Hold. We post the question in your Slack channel, or email it if you’re not on Slack. Your reply lands on the claim as an internal note.
Your SOPs, your voice
Your SOPs become the agent’s playbook.
Write SOPs yourself, or let us draft them: from your Gorgias macros and recent conversations, and from the edge cases you settle with our team in Slack. We read your help desk read-only and don’t keep the conversations, and nothing goes live until you approve it. From your SOPs we generate a Brand Voice and store-specific instructions, so every claim follows your rules at 3am on a Sunday. Give the agent your own name and avatar.
How SOP drafting works
The trust ladder
Automation earns its way in, one claim type at a time.
Step 1
Suggestion only.
A person accepts, edits or rejects every time.
Step 2
Training.
Suggestions are scored against what our team actually did.
Step 3
Automatic execution.
The agent resolves on its own, with a compliance report and a confidence score on every decision.
We manage the ladder and dial a claim type back if accuracy dips.
85%
of AI suggestions accepted as-is by reviewers.
86.6% of shoppers who rate their claim give it five stars.
4.61 average across 3,876 ratings in the last 12 months.
My claim was reviewed and approved within minutes of me submitting it. Excellent customer service!
Rebekah
Warranty, bought in store · resolved in 16 min · Oct 2026
I had a great experience with OrderProtection. The claims process was simple, fast, and hassle-free. Their customer support was responsive and genuinely helpful throughout the entire process.
Rachel
Delivered, not received · resolved in 34 min · Aug 2026
I was apprehensive about adding this to my order as it does cost money but I'll never shop without it again I had a issue with stone falling out defective and they got my money back the same day and you can pick whether you want a replacement or store credit! I highly recommend adding this protection to order
Andrea
Warranty · defective item · resolved in 11 min · Sep 2026
Excellent customer service. Received the bottle with a dent. Put a claim in online. Problem got resolved within an hour.
Elleana
Damaged in transit · resolved in 45 min · Aug 2026
It was surprisingly easy to submit a claim and I was pleasantly surprised at how quickly my issue was resolved. Thank you!
Reginald
Lost in transit · resolved in 2 min · Aug 2026
I was surprised to find out that submitting a claim was super fast and easy! I didn't want to do it at first though because I thought it would be easier to email their customer service team instead. I realized I was wrong once I clicked it and saw how easy it actually was to request a refund or replacement.
Katherine
Lost in transit · resolved in 3 min · Jul 2026
