The challenge: a reimbursement takes fifteen documents, and one missing sends it back
BROVE is an insurance and surety broker with offices in Mexico City and Monterrey. Beyond quoting, it supports its clients when they have a major medical claim and need to request a reimbursement from Atlas, Zurich, Allianz, AXA, GNP or MetLife.
Every reimbursement requires a file: invoices, medical reports, prescriptions, lab results, IDs, bank statements and the carrier's form. In the pilot, a claim came with a median of 14.5 documents, and each carrier has its own checklist of what must be included.
Building it by hand means opening every file, working out what it is, entering every expense from every invoice and checking item by item that nothing is missing. A missing document or an expense outside the coverage period is a file that comes back, and a client who waits longer for their money.
BROVE needed its account executives to deliver complete files without spending hours reading and keying in paperwork.
The solution: an agent that reads, classifies, checks and packages the file
BROVE rolled out Handle's Claims agent to build its claims files. The account executive opens the case and uploads the claim's documents; the agent does the rest of the desk work and hands back a file ready to send to the carrier.
- 1
The broker uploads the documents
38 claims from 36 patients
- 2
Classifies each document
595 documents in 12 categories
- 3
Extracts the expenses
158 expenses captured
- 4
Checks the carrier's checklist
367 items checked
- 5
Packages the file
20 files ready
Case opened → file
~1 hour median
01
Every document in its place
The agent reads each file and classifies it on its own: 595 documents in 12 categories (257 invoices, 54 lab results, 40 medical reports, 26 IDs, 23 prescriptions, among others). Nobody has to open them one by one to know what they are.
02
Expenses captured and linked
The agent extracts each expense from the invoices (158 in the period) and links it to the document that backs it. The file's total builds itself, without keying in a single invoice.
03
Each carrier's checklist
Atlas doesn't ask for the same things as Zurich or GNP. The agent checks the file against the right carrier's checklist: 367 items checked, 193 marked as received, and anything missing is visible before sending.
04
A chat, not a form
The account executive works with the agent over chat. The agent summarizes each case with its open items (missing documents, inconsistencies, expenses outside the coverage period) in 53 summaries, and carries out what it's asked: update the checklist, link a document to an expense or package the file. 144 actions from the chat in the period.
05
The account executive decides when it's sent
The final call is BROVE's. When the account executive decides to package with an item still open, the agent lists it inside the file, so nobody finds out only when the carrier asks for it.
The results: 20 ready files covering $1.32M MXN in medical expenses
In 15 weeks of pilot, BROVE opened 38 claims from 36 patients and the agent processed 595 documents. 20 of those claims already have their file packaged, 58% of those opened in the last 60 days.
Those 20 files add up to $1.32M MXN in billed medical expenses. From opening the case to having the file ready took a median of one hour (document upload included), and 55 minutes in the last 60 days.
Real claims files, September 2026
24 min
AXA file · 7 documents · $64,404 MXN
30 min
Atlas file · 15 documents · 4 expenses · $11,465 MXN
2.6 h
Zurich file · 24 documents · 6 expenses · $12,258 MXN
Where it matters most: the desk work behind the file
| Activity | Volume | Impact |
|---|---|---|
| Documents classified | 595 documents | Nobody opens each file to know what it is |
| Expenses extracted from invoices | 158 expenses | The file's total builds itself, no manual entry |
| Checklist items checked | 367 items | What's missing shows up before sending, not when the carrier sends it back |
| Summaries with open items | 53 summaries | Missing documents, inconsistencies and out-of-period expenses in a single message |
Pilot operating volume
| Activity | Volume |
|---|---|
| Claims opened | 38 |
| Documents processed | 595 |
| Expenses extracted | 158 |
| Agent actions from the chat | 144 |
| Files packaged | 20 ($1.32M MXN) |
Production data as of October 1, 2026, from a 15-week pilot with a single client. The agent builds the file; submission to the carrier, the claim decision and the payment happen outside Handle, so these figures do not measure resolved claims or amounts paid. "Amount billed" is the sum of the invoices included in the files.
Other key numbers for the period
36
patients with a claim
6
different carriers
14.5
documents per claim (median)
$17,167
MXN billed per claim (median)
12
document categories
5
BROVE account executives using the agent
What's next
This is a pilot, and the next step is to measure what happens after the file: record in Handle when it's submitted, when it's resolved and how much the carrier approves. With that, BROVE will be able to compare its rate of files rejected as incomplete before and after the agent, and calculate the hours of reading and data entry the agent absorbs.
BROVE already works with Handle on quoting; with claims, the bet is the same: that its account executives spend their time supporting the client at the hardest moment, not keying in invoices.
