We’ve spent years running the B2C operations of a travel-tech company end to end. We’re applying that same operating model to insurance claims, and we’re taking one to two early customers in 2026.
Most BPO pages claim deep insurance expertise with a logo wall and made-up surge numbers. We don’t have that, and we won’t pretend we do.
What we have is an operating model that runs the entire B2C function of a Trivago-owned OTA. 100+ agents. Tier 1 through Tier 3. Multi-party coordination across customers, suppliers, and partners. Time-sensitive escalations. Chargeback recovery. Daily reconciliation across systems that don’t agree with each other.
If that operating reality sounds like claims operations to you, it should. The lifecycle is similar. The failure modes are similar. The talent profile is similar. We’re now extending it into insurance, and we want to do it with carriers who’d rather be early partners than late adopters.
The operational shape of a claim is not new to us. Different vocabulary, same architecture.
Same coordination problem. Same failure modes when one party drops the ball.
Both businesses run on operational rhythm. Both pay heavily when it breaks.
We’ve spent years operating in the gap between systems that don’t agree. That’s a transferable skill.
Each will run as its own discipline.
Early engagements start with one or two functions. Nobody buys the full stack on day one. The list below is what we’d build out together over a 90-day pilot.
Every touch point with the claimant, from intake through resolution.
First Notice of Loss, across phone, email, chat, and digital portal. Trained on your products, your policy language, and your jurisdictional rules. Routing logic built into the workflow, not bolted on top.
Status inquiries, document collection, claimant updates, complaint routing. The volume function that eats most insurers’ CS budgets, and where AHT and FCR move dramatically with the right operating model.
Outbound updates, decision letters, denial explanations. Done with the empathy of a human and the consistency of a process.
The operational layer that moves a claim from open to closed.
Claim documentation, medical records, police reports, photographs, vendor invoices. Indexed, validated, and routed to the right adjuster queue.
Demand letter preparation, third-party recovery follow-up, recovery tracking. Often underinvested in by carriers, often the difference between a profitable and unprofitable book.
Appeals intake, evidence assembly, regulatory correspondence. Treated as a P&L function, not a complaints inbox.
The functions that protect the carrier when something goes wrong.
Suspicious claim flagging, investigator support, evidence collation. We don’t replace your SIU team. We run the operational layer underneath them so they spend time investigating, not chasing paperwork.
Claims file audit, regulatory readiness, adjuster QA scoring. The unsexy operational layer that protects the carrier when something goes wrong.
Pre-built surge pods we’d activate within 72 hours of a triggered event. We’d build this with you in year two, after stabilizing day-to-day ops. Anyone promising you tested CAT surge capacity in 2026 is lying, including us.
Being early customer number one is different from being customer number fifty. The early engagement comes with things later customers don’t get.
The first insurance engagement is run by Arbitrail leadership, not handed to a project manager. You talk to the people who’ll architect the operation, not to a sales engineer.
The pod is built around your workflow, not adapted from a generic claims template. Your tools, your jurisdictions, your product lines, your escalation rules. We’re learning insurance from you, and we adjust the model to fit what you actually do.
Every workflow we build with you gets documented and refined. You get the playbook. We get the operational learning. Both sides win.
Early customers price differently than year-three customers. We’ll lock in pricing that reflects the partnership, not the standard rate card.
No account management layer between you and decision-makers. Issues escalate to founders in hours, not weeks.
We are the right partner for one or two specific kinds.
Founder-led conversation. We map your current claims operation to our operating model. We tell you what we’d commit to and what we wouldn’t.
Scoped pilot. One function, one jurisdiction, one product line. Volumes, SLAs, and pricing agreed in writing.
Dedicated pod stood up. Daily monitoring, weekly business reviews, monthly executive readouts. Real volume, real results, real numbers.
You decide. Continue and expand, continue at pilot scale, or end with a clean exit. Pilot pricing reflects the risk you’re taking on us, not the other way around.
You contract with one Arbitrail SG entity. One PM is accountable. One team delivers.
The model we built for travel-tech ops is going to translate into insurance. We’re certain of that operationally. We just need the first one or two carriers to prove it together. Late customers will buy a proven service at standard pricing. Early customers will build the proven service with us, at terms that reflect the partnership.
If you’re the kind of operations leader who’d rather shape what comes next than buy what already exists, we should talk.