The Stakeholder

Harbor Claims is a leading third-party administrator (TPA) managing claims for multiple insurance carriers across the East Coast, Gulf Coast, and California. They maintain a network of 200+ experienced adjusters ready to respond immediately when disasters strike.

The Challenge

‍Harbor Claims Sought to Streamline Correspondence with Policyholders

Like many prominent TPAs and carriers in the insurance industry, Harbor Claims relied on manually drafted notices to establish a clear line of communication with policyholders. Managing claims communication across multiple states and carriers meant dealing with variable policy structures, legal language, and formatting requirements.

In addition to the heavy time investment required to draft a claim, each document needed to be:

• Legally sound: Letters must reference the correct policy language — from a library of 100s of products, forms, and endorsements — while remaining professional and transparent.
• Consistently formatted: Regulations in a handful of states had their own unique formatting requirements, varying in fonts, sizes, and legal disclaimers.
• Easily auditable: Correspondence needed to be traceable and defensible in case of legal disputes or regulatory review.

Any legal or policy language errors could result in reputational damage, regulatory scrutiny, and dissatisfied policyholders — a problem most TPAs/carriers know all too well without a solution in sight.

Vice President Thomas Daffron initially tried to simplify correspondence by building an extensive template library, so adjusters were only tasked with ensuring policy language was correct. The problem? With over 185 separate templates to choose from, the selection process alone was still too time-consuming.

Beyond that, maintaining such a large template library presented significant operational challenges. Someone had to draft, categorize, and regularly update each template while ensuring it remained searchable and relevant. Version control became a major risk, with no clear way to track who was using which template, whether they were working with outdated versions, or if edits were being made inconsistently across the team.

On top of it all, templates still required manual customization, meaning adjusters spent extra time verifying policy language and compliance. Instead of streamlining the process, the template library created a rigid, high-maintenance system that was difficult to scale — forcing Harbor Claims to seek a better solution.

With the recent explosion in AI-powered correspondence tech, Thomas decided to reignite his career-long search for a solution to Harbor Claims' dilemma. After vetting several tools that either were too complex, too generic, or built for marketing communications instead of insurance, he discovered Kyber. Following a quick 15-minute demo, he couldn't wait to get started.

"I'd been searching for a solution like Kyber for nearly a decade. I couldn't find anything AI-driven for the insurance industry's needs. Most tools were built for marketing, not the kind of policyholder communications we deal with daily." – Thomas Daffron, Vice President at Harbor Claims

The Breakthrough

Kyber's AI-Powered Document Generation Streamlines Claims Communication

Harbor Claims initially started with a pilot to test Kyber's capabilities. They threw complex, unexpected scenarios at the system, expecting challenges, but Kyber handled them seamlessly. This made continuing with Kyber an easy decision.

"I tried throwing them a curveball in the demo. Not only did they handle it, but the system exceeded my expectations," says Greg Cornett, AVP of Catastrophe Claims at Harbor Claims.

With Kyber, Harbor Claims generates letters that consistently reference the correct policy language and comply with the unique requirements of every jurisdiction.

• Accuracy and compliance: When claims teams need to draft a notice, Kyber dynamically pulls the exact clauses and formatting requirements relevant to each claim. This eliminates manual errors and guarantees all communications remain legally sound, reducing the risk of disputes or regulatory qualms.
• No template overload: Instead of sorting through 185+ templates, adjusters now rely on Kyber's AI-driven system to generate accurate, compliant correspondence instantly. Designed to scale with Harbor Claims' operations, it requires minimal IT resources, making it a long-term, sustainable solution.
• Tailored for insurance: Beyond delivering a powerful AI solution, Kyber's team worked closely with Harbor Claims to tailor the system to their specific requirements. From ensuring state-specific formatting compliance to integrating statutory language, Kyber adapted quickly to their needs.

Kyber goes beyond being just a vendor — it acts as a true partner in transforming claims communication. Rather than relying on service tickets and slow response times, Kyber's team worked directly with Harbor Claims to fine-tune the system in real time. The team made sure that the third-party administrator's workflow challenges were addressed quickly, making Kyber an extension of the Harbor Claims team rather than just another software provider.

The Payoff

Harbor Claims Standardizes Carriers Across 11 States with Kyber

With Kyber directly supporting claims communication, Harbor Claims has cut letter drafting times in half while ensuring effortless compliance and providing faster, more professional services to policyholders.

And the results speak for themselves:

• 50% reduction in letter drafting time
• 7 carriers across 11 states standardized under Kyber

Looking ahead, Harbor Claims plans to implement Kyber across several other divisions, driving additional efficiencies that will support the company as it continues to scale.

"Kyber has completely transformed how we handle correspondence. We now save hundreds of hours in drafting time each week and no longer worry about compliance errors or formatting inconsistencies." – Thomas Daffron, Vice President at Harbor Claims