See how your best adjusters build trust
Find what they say first, how they explain an exclusion and how they set expectations
Insurance claims
Clear answers and real care on every claim call
Lifelike policyholders built from your policies and claim types. Every adjuster practices the calls that decide trust, and every call is evaluated against the standard your best claims people set.
What changesWhat great looks like
What great looks like
every time
Built for claims organizations, carriers, TPAs and independent adjusting firms
Steady every first notice of loss
Adjusters practice safety-first calls and hard news before they take live ones
Quality reviews that start from evidence
Each result ties to the exact words and the standard it was held to
The evidence
The moments that change the conversation
Select a moment to see the exchange, the standard and what Melro found
With Melro
Turn the claim calls you already record into evidence, and give every adjuster lifelike practice for the moments that decide trust: the first call, the exclusion and the wait.
Why it matters
A claim is the moment a policy proves its worth, and how people are spoken to decides whether they stay.
By the numbers
- Claims satisfaction rides on communication: scores are more than twice as high when it’s very easy to talk to the insurer. J.D. Power 2025 Property Claims Study, via Insurance Journal
- Among claimants dissatisfied with their claim, 30% had switched insurers within two years and another 47% were considering it. Accenture, Why AI in Insurance Claims and Underwriting? (2022)
- Chief claims officers at leading P&C insurers report 20% average attrition, with each departing claims professional taking nearly six years of experience. Deloitte Insights, Reimagining claims: Soft skills are the differentiator (2025)
Explain an exclusion in plain words
Policyholder“You’re telling me flood isn’t covered? I’ve paid you for twelve years.”
Claims adjuster“Per section 4B, exclusions apply to surface water events.”
Your standard
Acknowledge the frustration first, explain the exclusion in plain words, then say what is covered and what they can do next.
The evidence Missed
Missed at 04:18. The adjuster quoted the policy section before acknowledging the policyholder or explaining in plain words.
Secure safety before the claim
Policyholder“A pipe burst overnight. There’s water all over the kitchen, and my kids are here.”
Claims representative“First, is everyone safe? If you can, shut off the main water valve. I’ll get a mitigation crew out today.”
Your standard
Confirm safety and stop further damage before policy questions; then set expectations — who calls next, when, and what to photograph.
The evidence Met
Met at 00:52. Safety and the water shut-off came before coverage questions, and the rep committed to a same-day mitigation crew with clear next steps.
Set expectations on timing
Policyholder (practice counterpart)“How long is this going to take? We can’t live in the house like this.”
Claims adjuster“An adjuster will inspect on Thursday, and you’ll hear from me by Friday either way.”
Your standard
Give a specific next step and date, say who will call, and explain what they can do in the meantime.
The evidence Partly
Partly met at 02:30. Clear dates and an owner, but temporary housing under the policy’s living-expenses cover never came up.
Two ways inFor your team
For your team
or for the firm that trains them
Make your best people’s standard everyone’s
Bring one conversation your people have to get right. We’ll show you how it becomes your first exercise.
Book a demo ↗For claims educators
Put your curriculum on the line: claimants who need an exclusion explained or their facts gathered with care, and the evidence behind every result
Become a design partner →Book a demo
See it with your conversations
15 minutes with our team. Bring one conversation your people have to get right.