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Mario Veltri, Senior Manager, GNCS How can AI improve auto glass claims administration and customer experience at First Notice of Loss?
The success of an auto glass claim is often decided before the work even starts.
Mario Veltri, senior manager at Gerber National Claim Services (GNCS), points to First Notice of Loss (FNOL) as the moment that defines a claim. In his view, claims begin to drift when the right information is not established at the start. FNOL is not just intake. It is where the vehicle is understood, coverage confirmed, the correct part identified and service capability determined. When these steps are handled in sequence, often across disconnected systems, gaps emerge and the process begins to lose accuracy and visibility.
GNCS is built around resolving that problem at FNOL itself. Through its proprietary platform, Claim XS, it connects insurer data, VIN-level vehicle identification, supplier inventory and service provider systems at intake, allowing those decisions to be made together rather than in stages. The platform determines the correct glass, identifies calibration requirements and checks, and, in real time, checks which providers have both the capability and capacity to complete the job, while confirming local part availability.
“By collapsing the sequence at FNOL itself, Claim XS aligns capability, capacity, calibration requirements and parts availability before the claim progresses,” says Veltri. “The difference shows up immediately in the customer experience. Instead of we’ll get back to you, the answer is specific in terms of what needs to be done, where it will be done and when it can happen.
How does Claim XS adapt insurance claims workflows through AI and real-time integration?
Built In-House, Built to Adapt
Claim XS has been developed in-house over two decades as a web-based platform, now layered with AI to support how different insurers and fleet programs handle claims. Each client defines its own FNOL intake, validation requirements and routing logic, something traditional, standardized systems cannot support without workarounds.
That need became clear in 1999, when Veltri founded NetCost Claim Services and worked directly with insurers and fleet operators managing auto glass claims, where no two processes operated the same way. When the business became part of The Boyd Group in 2014, that capability expanded with direct access to service providers across the U.S., aligning workflows with real shop capability and availability.
Claim XS has been developed in-house over two decades as a web-based platform, now layered with AI to support how different insurers and fleet programs handle claims.
Balancing Automation with Control
AI is embedded into the claims process, handling over 70 percent of claims and reducing steps and response time. Applied across both customer-facing and operational workflows, it can take a claim from FNOL through verification, provider selection and scheduling. When it cannot service a claim, it escalates seamlessly to a subject matter expert, ensuring continuity of service. This balanced approach uses automation to improve speed while preserving human judgment where needed
AI also monitors claims in the background, identifying delays, backorders and performance issues early, enabling proactive intervention and shifting claims management from reactive resolution to controlled, real-time execution.
How do real-time analytics and AI monitoring improve insurance claims performance and operational control?
With decisions made upfront and the process managed throughout, claims move quickly and are often completed within 48 hours while maintaining strong customer satisfaction scores and NPS scores. Most repairs are handled through mobile service, with technicians dispatched to a customer’s home or workplace, supported by real-time tracking that keeps customers informed.
AI is also applied at a client level, trained to capture different information, follow workflows and route scenarios based on how each program operates, and is evolving to support call center teams in real time.
Visibility that Drives Action
As claims progress, visibility is built through its Claim Access portal. Insurance carriers and fleet operators can see what is happening in real time at both the individual claim level and across the program, including severity, cycle time and repair ratios, with the ability to drill down by region or trend.
AI continuously monitors program performance in the background, identifying anomalies and exceptions that may not surface through standard reporting and flagging them for early intervention. Structured monthly and quarterly consultations translate these insights into action, with Gerber working alongside clients to interpret trends and implement targeted improvements, from photo inspections to workflow adjustments. The combination of real-time intelligence and advisory execution underpins its recognition as a Top Claims Administration Services provider in 2026.
Rethinking Claims Administration through Real-Time Control
Claims administration is now directly responsible for cost control, customer retention, and program visibility rather than being a back-office job. Insurance companies and fleet managers now look for proof that judgments taken early in a claim will hold through to completion without causing friction, delay, or leakage, not when evaluating partners only on processing capability. The challenge is not volume, but coordination across intake, validation, supplier selection and fulfillment.
A defining pressure point sits at the first notice of loss. This initial interaction determines whether a claim progresses with clarity or accumulates uncertainty that surfaces later as delays, rework or cost escalation. Many traditional models still treat intake as a data capture steps, deferring key decisions downstream. That separation forces claims teams to reconcile missing or inaccurate information after the fact, extending timelines and increasing handling effort. A more disciplined approach brings validation, parts identification and service feasibility into the intake moment itself.
The ability to connect claims workflows to the broader service ecosystem is vital. Disconnected networks limit visibility into supplier capacity, parts availability and technical capability, leaving scheduling and fulfillment exposed to guesswork. Integrated environments allow claims handlers to align appointments with real constraints such as technician availability or calibration requirements, ensuring commitments made to customers are grounded in execution reality.
Visibility into performance has also become a central expectation. Static reporting cycles no longer meet the needs of executives managing cost and service quality across distributed operations. Management teams can see areas where cycle times are sliding, where severity is increasing, and where action is needed thanks to ongoing access to claim-level detail and aggregate program metrics. Faster, and more accurate adjustments are supported by the ability to transit from high-level dashboards into granular data. That kind of visibility improves internal accountability, as leaders can identify emerging patterns early and not waiting for monthly summaries to confirm that performance has already drifted.
Adaption of technology won’t just resolve the tension between efficiency and experience. Automation can speed up intake and processing, but it needs to be built to escalate when complexity surpasses predetermined limits. Organizations can transition from reactive correction to proactive control with the use of systems that track the advancement of claims and identify deviations before they have an impact on results. Maintaining access to experienced human support ensures that exceptions are handled without compromising service quality.
Flexibility in program design has emerged as another differentiator. Carriers and fleet operators often operate under distinct rules, workflows and customer expectations that cannot be accommodated by rigid systems. Platforms that allow configuration at the client level enable alignment with specific operational models rather than forcing adaptation to a standard template.
In this evolving landscape, Gerber NCS positions as a technology-driven claims administrator built around integration and real-time control. By connecting intake directly to supplier networks, the proprietary platform enables scheduling at the moment a claim is reported while accounting for parts availability, shop capability and technician capacity. Continuous visibility through client portals and dashboards gives carriers and fleet operators to monitor claim performance in real time and drill into specific issues as they arise. AI is applied to streamline intake, monitor anomalies and guide internal teams, while escalation to human experts remains integral to maintaining service quality.
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