ClaimLab
ClaimLab is an AI-based claims management platform for non-life insurance, published by Insurance Consulting Group S.p.A. It handles files end to end, from loss notification to payment, combining BPM, RPA, automated document capture and automatic claim profiling.
What is ClaimLab?
ClaimLab is the non-life claims management platform of Insurance Consulting Group S.p.A. (ICG), an Italian software house specialised in insurance. The publisher presents it as born from the experience of SIS Claims, the non-life claims system it describes as the most reliable and the most widespread in Italy; its launch announcement, dated 16 November 2021, spoke of a twenty-year presence on the insurance market.
The platform covers operations end to end across every property and casualty branch, handing each manual process to artificial intelligence and Advanced Analytics. Three engines are combined: a Business Process Manager, artificial intelligence and Robotic Process Automation. The pivot is the Agenda: every user has one, with direct access to tasks and continuous monitoring of deadlines by the BPM. The system guides data entry or retrieves the data itself from documents and interactions, runs online cross-checks, locates fraudulent patterns in real time, fetches information from central or external databases, and keeps a complete data history.
Claims are profiled automatically into clusters and segments, reserves are determined, and files are channelled to adjusters and trusted partners according to experience and workload. The publisher describes a digital-by-default logic in which every inbound document is digitised, classified and converted, convolutional neural networks and deep learning identifying the document type visually while statistical and semantic analysis handles the text. The documentary chain is shown in six steps: acquisition, recognition, data extraction, classification, verify and export.
The architecture is modular, the function set adjusting to the customer's growth plans, with native integration into company systems, third-party applications and external databases through web services and interfaces. On the regulatory side, ClaimLab is said to handle on its own the procedural flows required by supervisory and industry bodies, the Italian CARD rules being named explicitly.
Notification is multichannel: a portal, a WebApp and an App for the end customer, plus chatbot, call centre, social networks and the institutional App. A dedicated portal lets external trusted partners receive the assignment, consult the file, work on it and return their assessment with an attachment and, where provided, trigger immediate payment. An intelligent Letters and Reports Writer fills print templates with claim data for sending by email or Postel, while the analytics block supplies real-time dashboards per actor, aggregated views, automatic escalations and ad hoc reports. Horus Capture, Horus Analytics and Horus Damages are the modules cited on the product page.
What it does
- Record and follow a claim end to end, from the notification of the event through to payment.
- Digitise, classify and automatically extract the content of inbound documents — post, scans, photographs — whatever the format.
- Drive every file from a personal Agenda that shows the deadlines and the exact point where to intervene, and refreshes itself after each action.
- Detect fraudulent patterns in real time through online cross-checks.
- Profile and segment claims automatically, set the reserves, and route each file to the adjuster, expert or trusted partner that fits, according to experience and workload.
- Bring insureds, distribution channels, trusted partners, experts and adjusters together on a single portal, through the WebApp, the App and APIs.
- Produce letters, notices and reports from a template editor with automatic sending by email or Postel, and follow activity on real-time dashboards with automatic escalations and alerts.
When to use ClaimLab / When not to
A quick filter to help you decide if ClaimLab is the right fit.
When to use ClaimLab
- Non-life insurers that want to industrialise the whole claims chain, from the first notification of loss through to payment and to the reporting flows expected by supervisory and industry bodies.
- Italian claims departments working under the CARD rules: the product page states that ClaimLab manages on its own all the procedural flows required by the control and associative bodies, and claims it is considered the most reliable and complete product in that context.
- Claims operations drowning in inbound documents (post, scans, photographs) that need incoming paper digitised, classified and turned into usable data automatically.
- Teams that steer a network of external contributors, such as trusted partners, loss adjusters and repairers, and want them all working inside one portal.
- Claims managers who want real-time dashboards and automatic alerts over the whole life cycle of a file.
When not to use ClaimLab
- Individual policyholders and insureds: the product is sold to insurance companies, and the site carries no self-service sign-up.
- Anyone who needs a price before speaking to a salesperson: the site publishes no rate, no tier, no amount and no currency.
- Life insurance business: the product page limits the scope to Non-Life branches, ICG covering life with a different product, Pragma P&C and Life.
- Teams that intend to connect the product on their own: no publicly accessible API documentation exists, even though the product page claims APIs.
- Buyers who require up-to-date product documentation: the ClaimLab pages have not been modified since November 2021 and no longer appear in the site navigation.
How to use ClaimLab
A typical end-to-end flow, from setup to results.
- Start with a commercial contact: the site publishes no account creation, no trial and no download, so there is no self-service way in.
- Write to info@icgnet.it or commerciale@icgnet.it, or call the toll-free number 800 900 424 — the “Contattaci” and “RICHIEDI UNa demo” buttons are mailto links, not forms.
- Scope the deployment with the publisher: the function set is modular and adjusts to the customer's growth plans, and integration with company systems, third-party applications and external databases runs through web services and interfaces. At publisher level the site describes an offer available on premises or in the cloud, without detail specific to ClaimLab.
- Once deployed, every actor — adjusters, experts, trusted partners and insureds — reaches the platform through a single authentication point, an authentication and profiling module setting what each user or group can see and do (source: the publisher's claims page).
- Work from your Agenda: it shows the deadlines, points to where you need to intervene, and one click opens the relevant screen; after each action it recalculates the following steps.
- Let the documentary chain run: inbound letters, scans and photographs are acquired, recognised, extracted, classified, verified and exported without manual re-keying.
- Have business users with the right permissions create management rules themselves, without code changes and without waiting for an IT release cycle.
- Give external contributors access through the trusted-partner portal, open around the clock.
- Follow the operation on real-time dashboards with automatic escalations and alerts, and generate letters and reports from the template editor.
Pros & Cons
Pros
- Unusually broad functional coverage for a single system: notification, workflow, documents, fraud, reserves, payments, regulatory communication, analytics and an external portal.
- Strong Italian regulatory anchoring: the product page says the system handles on its own the flows required by supervisory and industry bodies, with an explicit claim on the CARD rules.
- No-code configuration by business users, who can create management rules without waiting for an IT release cycle.
- A complete and automated documentary chain, from a photographed paper letter through to data usable inside the process.
- Transparency towards the insured: a claim-handling diary, a progress tracker visible in the personal area or in the brand's application, and push notifications.
- The publisher is certified ISO 9001:2015 and ISO 27001:2013 by Bureau Veritas Italia SpA, with the certificate numbers published (IT271922 and IT293375-1).
- The publisher's own client list is a leading one on the Italian and European market — Allianz, AXA, Generali, Aviva, Aon, Poste Italiane, UnipolSai, Intesa Sanpaolo and around twenty more — published by ICG for its whole business rather than as ClaimLab references.
Cons
- No public price: no pricing page, no tier, no amount and no currency anywhere on the site, so everything goes through a sales contact.
- The ClaimLab product page appears in no menu of the site: the only internal link leading to it comes from the November 2021 launch post, under an older /it_it/claimlab/ URL that still redirects correctly.
- The product content has not moved since November 2021, the date the pages and the announcement were last modified, and the footer still reads “Copyright © 2021”.
- The current Italian navigation no longer speaks of ClaimLab but of “Insurance Suite | CLAIMS”, and the site nowhere says whether the two names designate the same product.
- APIs are claimed (“API first”, “Rest API”, “interfaces, APIs”) but no API documentation is published or accessible, and no docs., api. or developer. subdomain exists.
- The English page mixes languages, the three Horus blocks being served in Italian inside an English text, and the English product catalogue points all its links at a staging domain, icgnettest.it, which no longer resolves.
- The site publishes neither terms and conditions nor legal notices, does not mention a DPA, publishes no sub-processor list, documents no opt-out from model training and names no hosting country or region: the privacy policy is the only legal document, and it covers the website alone.
Pricing & Plans
No price is published. The site carries no pricing page — /pricing/, /prezzi/, /tariffe/ and /en/pricing/ all return a genuine HTTP 404 — and a sweep of the twenty-two archived pages in both languages found no currency symbol and no amount. Pricing is therefore on request: the only calls to action, “Contattaci” and “RICHIEDI UNa demo”, are mailto links to info@icgnet.it. Neither a free plan nor a free trial is advertised, and the page of the site titled “Trial” holds a list of insurance companies rather than a trial offer. The only indication of a billing principle appears on the publisher's “Insurance Suite | CLAIMS” page, which states that a single fee entitles the customer to activate all branches — a principle, with no amount attached to it.
Data, GDPR & hosting
A consolidated view of how ClaimLab handles your data.
GDPR overview
The product page carries an explicit first-party claim: “ClaimLab complies with all the requirements indicated by the General Data Protection Regulation of the European Union (GDPR)”, with privacy by default invoked for document digitisation. A Data Protection Officer under article 37 is appointed and reachable at privacy@icgnet.it. No article 27 representative is named, which is consistent with a publisher established in Italy. The publisher, not the product, holds ISO 9001:2015 (certificate IT271922) and ISO 27001:2013 (certificate IT293375-1) issued by Bureau Veritas Italia SpA. Beyond that the site documents little: it does not mention a DPA, publishes no sub-processor list, documents no opt-out from model training and names no hosting country or region. The /gdpr/ page sells GDPR consulting by ICG: a service offer, not a guarantee attached to ClaimLab.
Who owns the data?
The only data-protection document published is the website privacy policy, and it states that it “applies only to the site icgnet.it”. It therefore says nothing about processing inside the ClaimLab platform. For the site, the declared controller is ICG Insurance Consulting Group S.p.A., Via Nizza 53, Rome, and it collects names, email addresses, company names, contact-form entries and browsing data. Visitors exercise access, rectification, erasure, objection, restriction, withdrawal of consent, portability and complaint rights at privacy@icgnet.it, also the address of the Data Protection Officer appointed under article 37. On the product side, ClaimLab advertises complete customer control over where and how long data is stored — a software capability, not a processing commitment by the publisher.
Reuse rights
The same scope limit applies, and it matters: the site publishes no terms and conditions at all, so the website privacy policy is the only source, and it covers icgnet.it rather than the platform. It lists five purposes with their legal bases: delivering the services or products requested (contract performance or pre-contractual steps), promotional information, invitations and market research (consent), disclosure to commercial partners acting as independent controllers (consent, revocable at any time), improvement and security of the site in strictly anonymous form (legitimate interest), and legal obligations. Refusing the marketing and partner purposes has no consequence on the services provided, while refusing the first and the last prevents performance. Recipients are described only as categories — third-party providers acting as processors, authorities where the law requires it, counterparties in a corporate transaction, and commercial partners where consent is given — and no processor is named anywhere. Transfers outside the European Union are envisaged, framed by the Standard Contractual Clauses of the European Commission. On the question a buyer will care about most, the site is silent: it says nothing about whether customer data feeds model training, neither a commitment nor a refusal nor an opt-out. The self-learning wording on the product page — classification engines “trained” automatically with machine learning, a workflow that observes human tasks — describes what the software does at the customer's premises, not what the publisher does with customer data.
Data retention & training
Hosting summary
No hosting location is published, either for the website or for the platform. The website privacy policy states only that personal data are kept “su server sicuri ubicati in luoghi ad accesso controllato”, on secure servers in access-controlled locations, without naming a country, a region or a provider. The same document contemplates transfers outside the European Union, framed by the Standard Contractual Clauses of the European Commission, which is a transfer safeguard and not a statement of where the data sits. At publisher level, the site describes an offer available on premises or in the cloud, with no detail specific to ClaimLab. On the product side, ClaimLab advertises complete customer control over where and how long data and information are stored, thanks to tools supporting effective retention and destruction policies — a control handed to the customer, again without naming any location. In short, the site does not say where ClaimLab data is hosted, which is why the hosting country and region fields of this record are left empty rather than inferred.
Things to keep in mind
Risks and trade-offs to weigh before adopting ClaimLab.
- Two commercial names coexist for the same capability — “ClaimLab” on the English product page, “Insurance Suite | CLAIMS” in the current Italian navigation — and the site nowhere explains whether one replaced the other or whether both are current.
- The product page sits in no menu, only the launch post of 16 November 2021 links to it, and it has not been modified since that date; a staging domain, icgnettest.it, still leaks into several pages and into every link of the English product catalogue although it no longer resolves.
- No price information at all, which makes any comparison with another claims system impossible without going through the sales route first.
- The only privacy policy published covers the website and says so explicitly: it tells a buyer nothing about how personal data is processed inside the platform, which is precisely where claims data would live.
- APIs are claimed but not documented publicly, so the integration effort cannot be assessed from the public material and has to be established with the publisher.
- Claims made by the publisher deserve to be read as claims: the client references listed are published by ICG for its whole business and are not presented as ClaimLab customers, and the site's own statements about its seniority — its home pages say it has served the insurance market since 1998, its reference page gives a different figure — contradict each other.
- Automatic profiling sets reserves and routes a file to a given adjuster or expert, and fraud signals come from real-time online cross-checks: these are consequential decisions on someone's claim, and the public material describes the automation far more than the human review around it, which is worth clarifying before relying on it.
Setup & Integrations
Technical difficulty
Setting ClaimLab up is a project, not a self-service activation: the site publishes no sign-up, no trial and no download, and the way in is a commercial exchange. The function set is modular; native integration with company systems, third-party applications and external databases runs through web services and interfaces, so real work falls on the customer side. Daily use is presented as autonomous: authorised business users create management rules themselves, without code or an IT release cycle. The publisher's claims page displays “Plug&Play”, “No Code” and “Low Training” badges — claims, not documentation. No deployment timeline or prerequisite is published.
Deployment
Integrations
Behind ClaimLab
Social
Resources
All the official URLs gathered for verification and reference.
Frequently asked questions
What is ClaimLab?
Which insurance branches does it cover?
How much does ClaimLab cost?
Is there a free trial or a free plan?
Does ClaimLab have an API?
Who uses the platform day to day?
How does it handle documents?
What regulatory compliance does it claim?
What does the publisher say about the GDPR?
Where is the data hosted?
Should you pick ClaimLab?
ClaimLab is a full insurance claims core, anchored in Italian insurance practice and regulation rather than a general-purpose tool. Its declared strength is end-to-end automation: inbound documents, workflow, reserves, fraud, payments, regulatory communication and analytics sit in one system, driven by a combination of BPM, artificial intelligence and Robotic Process Automation. Its credibility arguments are its lineage — the publisher presents it as born from the experience of SIS Claims — and the reference portfolio ICG publishes. That portfolio belongs to the publisher's whole business, and nothing on the site attaches those insurers to this product in particular. The publisher also states on its home pages that it has served the insurance market since 1998, and its November 2021 launch announcement described a twenty-year presence; the site's own statements about its seniority do not agree with one another, and no founding date is published anywhere.
Two reservations matter for a buyer. First, no element of price is public: neither a pricing page, nor a tier, nor an amount, nor a currency exists anywhere on the site, so no comparison is possible without a sales conversation. Second, the product documentation has been frozen since November 2021 and has disappeared from the navigation, where the same capability is now presented as “Insurance Suite | CLAIMS” without the site ever explaining the relationship between the two names. Add an API that is claimed but not publicly documented, and a privacy policy that expressly covers the website alone.
Evaluating ClaimLab therefore goes through an exchange with the publisher: the public material describes an ambitious and coherent claims system, but it leaves the commercial terms, the current naming and the data-processing arrangements to be established directly with ICG.
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