Build on it / Inbound email
The mailbox becomes an intake lane
Loss reports sent to your organization’s FNOL address are read into the Agentic Intake queue. Replies to claim emails come back to a unique, signed address for that claim and file themselves on it.
A claim document sitting in a personal mailbox is invisible to the operation. That is the single most common way information fails to reach a file.
The question this answers
What happens to documents that arrive by email today?
In most operations, they sit in an individual’s mailbox until that person forwards or uploads them. In Waypoint a reply to a claim email files itself on that claim, with identity numbers scrubbed from the text and attachments checked and kept — no human relay.
From mailbox to file
Relay removed
01
New Losses To The FNOL Address
Mail to your organization’s FNOL address is read by the intake job and waits in the review queue with the insured, policy, date of loss and description filled in.
02
Replies To A Signed Address
Each claim email goes out with a unique, signed reply address for that claim, so the answer lands on the right file.
03
Failed Sender Checks Are Refused
Mail whose SPF or DKIM check states a failure is refused, and the refusal is recorded.
04
Uncertain Mail Is Held
A soft-fail is held beside the claim it was addressed to. Attachments open only after release and the virus check, and the adjuster gets a task due today.
The failure it removes
Where emailed documents go wrong
Every row is a routine failure in operations that rely on people forwarding mail into the system.
Document Sits Unforwarded
Replies file themselves on the claim
Adjuster On Leave
The lane does not depend on one mailbox owner
Identity Numbers In Text
Scrubbed from inbound text before it is kept
A Spoofed Sender
Refused on a failed check, held on an uncertain one
No Record Of Sending
Each sent email is saved to the claim, with your organization’s own sender address
Where we are honest
Email is still email
This lane makes a messy channel usable. It does not make it a good protocol.
A Person Promotes New Losses
An emailed loss report waits for a person to promote it. Drafts never become claims on their own.
Your Sender, Or None
Claim mail sends from your organization’s own sender address. If none is set, the send is refused — there is no default sender.
Not A Substitute For A Portal
For claimants, the Customer Portal upload lands directly on the file and is better. Email exists because the outside world uses it anyway.
Read next
Check one adjuster’s mailbox
Count the claim documents in it that are not on the file. That number is the business case.