Open questions

What we need to know before the specification can be signed off

Status: 0 of 21 answered, 1 partly answered

Questions marked demo affect the demonstration; the rest can wait until after it. "Who" is the person or organisation best placed to answer.

Email and triage

#	Question	Who	Needed for
Q1	Partly answered Email is on Microsoft 365. Still needed: which shared mailboxes are triaged, whether staff also triage personal mailboxes, and who can register the application and grant administrator consent.	One Claim IT	Live
Q2	How many emails a day, typical and peak? What share have attachments, and how long are they?	One Claim	Cost estimate
Q3	What is the current folder structure, and what rules do the two staff apply? Can we sit with each of them for an hour?	Triage staff	Demo
Q4	Where do Category 1 and Category 2 come from, what response time goes with each, and who decides?	One Claim	Demo
Q5	What happens after an email is filed? Does anyone key it into SiteView, assign it to a handler, or reply?	One Claim	Live
Q6	Should Postbot ever send anything itself? We recommend drafts only for now.	One Claim	Live
Q7	Can we have a sample of historic emails with the folder each ended up in, to test accuracy? About 500 would do. Needs data protection approval first.	One Claim, SRG data protection	Accuracy test
Q19	Who should be able to edit rules, and who to publish them? Should publishing need a second person?	One Claim	Live

#	Question	Who	Needed for
Q8	Which SiteView version and hosting arrangement does One Claim have, does the licence include interface access, and who is the contact at Keylane? (Full list on the Keylane page.)	One Claim, Keylane	Live
Q9	What data or report do you need that SiteView does not provide? An example would help.	One Claim	Demo
Q10	What do the reference formats look like: One Claim claim numbers, insurer references, broker references?	One Claim	Demo

#	Question	Who	Needed for
Q11	Does One Claim use the portal as a compensator (for insurers), and how: through the website, or through SiteView? Are you registered for the direct system link?	One Claim	Phase 2
Q12	How many medical reports are in the backlog, and how many arrive each month?	One Claim	Cost estimate
Q13	What should reports be cross-referenced against? Our suggestions are on the medical page.	One Claim	Demo
Q14	Who uses the whiplash and non-tariff figures, and for what: client reporting, reserving, offers, patterns by representative?	One Claim	Demo

#	Question	Who	Needed for
Q15	Who at Specialist Risk Group approves new suppliers and tools that process claim and health data? Is there a group policy on using artificial intelligence services?	SRG	Accuracy test
Q16	Hosting: Custodia in the UK, or within the group's own environment? Does the group already use Amazon, Google or Microsoft cloud services?	SRG IT	Live
Q17	Will One Claim set up its own Anthropic account for live use? We recommend it does.	One Claim	Accuracy test
Q18	Who is the demonstration for, and by when?	One Claim	Demo

#	Question	Who	Needed for
Q20	Which of the other applications matter most to One Claim, and which would matter to Capulus or the wider group?	One Claim	Later phases
Q21	Which services does One Claim provide: third-party intervention, own-damage and total loss settlement, injury claims beyond the portal, recoveries, complaints handling, insurer reporting? For which clients?	One Claim	Later phases

Date	Decision	Source
23 Sept 2026	Where a decision can be made by a fixed rule it always is. Claude is used only to read unstructured text into facts; it never makes the decision.	Custodia
23 Sept 2026	One Claim uses Microsoft 365. Postbot connects through Microsoft Graph, read-only until assisted filing is approved.	One Claim, via Custodia
23 Sept 2026	The tool includes a rule editor with read-only dry runs against the current mailbox.	Custodia