Hippo, a homeowners insurance provider, is using a blend of AI, automation and human expertise to expand its claims operations nationally, keeping customer satisfaction above 80% and ahead of its own internal targets.
At the centre of this approach is Clara, a conversational AI claims agent available around the clock, which Hippo rolled out in April 2026 to boost the capacity of its claims team. Clara collects claim details and brings relevant policy information to the fore at an earlier stage, freeing adjusters to spend more time on complicated cases and meaningful discussions with policyholders.
According to the company’s most recent figures, Clara completes 81% of attempted first notice of loss (FNOL) calls without any human involvement, allowing Hippo to react more quickly and giving homeowners greater control over their claims.
Since Clara’s launch, customers whose claims are handled by Hippo have been contacted within an average of 1.2 business hours, comfortably beating the firm’s two-business-hour target. Satisfaction has also risen over the same period, with 84% of surveyed customers with closed, paid claims describing themselves as very or extremely satisfied with the experience.
Delivering reliable service at scale matters most after severe weather events, when claim numbers can spike and homeowners need prompt, well-informed advice on their cover, protecting their property and next steps. The upgraded claims model underpins Hippo’s wider strategy of disciplined growth. In the second quarter of 2026, the company posted its fifth profitable quarter in a row, a 61% year-on-year rise in gross written premium and a better combined ratio, while also raising its full-year guidance.
The InsurTech is also encouraging homeowners to take a more hands-on role. Policyholders can upload photos and details of damage via their phones, helping the claims team evaluate losses faster and, where suitable, avoid the need for an in-person inspection.
Across the claims journey, AI, automation and digital tools assist with triage, document review, claim summaries and other routine work. Image-recognition technology can convert customer photos into itemised lists, and remote inspections and imagery can speed up damage assessments where appropriate, leaving adjusters more time to exercise judgement and support customers directly.
Hippo president and CEO Rick McCathron said, “Hippo’s return to growth is being built on a fundamentally stronger operating foundation, and our approach to claims is an important part of that strategy.
“We are creating more capacity and serving more customers while preserving the quality, responsiveness and personal support homeowners expect. That is what disciplined growth means for us: expanding our homeowners business while retaining control over the experience at the moment our customers need us most.”
Hippo chief claims officer Philip Foley said, “The purpose of technology in claims is to give our adjusters more capacity to focus on the moments where their expertise and judgment matter most.
“AI can make the claims process faster and more efficient, but the human connection remains essential. Our model combines technology with personal support so we can serve more homeowners while delivering the quality and care they expect.”
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