OutSystems ships Agentic FNOL to automate first contact in auto claims

OutSystems has launched Agentic First Notice of Loss, a prebuilt AI system for auto insurers that manages the first minutes of a claim — taking the loss report, analyzing damage photos and dispatching a tow — while leaving coverage, liability and payment decisions with human adjusters.

The product, generally available as of 12 November 2026, extends the company's Agentic Industry Solutions portfolio into insurance. It links customer-facing applications, AI agents and existing claims platforms through an integration layer, and works both with carriers' current claims systems and with systems rebuilt on OutSystems technology.

The launch targets one of the most persistent friction points in insurance: the claim intake process, where information sits scattered across policy administration, claims management, billing and third-party platforms. Customers often repeat the same details across several interactions and wait longer for support after an accident.

Why insurers' AI projects stall

OutSystems grounded the launch in its own research. Its State of AI Development in Insurance 2026 report found that:

• 35% of insurance IT leaders said AI projects had not started because they took too long;
• 42% pointed to legacy systems or scattered data as the main barrier;
• 39% cited integration with existing systems.

Those numbers explain the product's design. Rather than asking carriers to replace core platforms, Agentic First Notice of Loss runs on top of them. The system can help policyholders report a loss, gather statements and third-party details, analyze submitted damage photos, check policy coverage and open a claim directly in the carrier's claims platform.

The stakes for carriers are commercial, not just operational. OutSystems cited research from InvoiceCloud showing that 83% of US consumers said they would switch insurance carriers after a poor claims experience. First Notice of Loss is the moment that experience begins.

What does the product actually do?

According to OutSystems, the conversational system performs a defined set of intake tasks:

• collects the incident report from the policyholder through a chat experience;
• gathers statements and third-party details;
• analyzes submitted damage photos;
• checks policy coverage;
• opens a claim in the carrier's claims platform through the integration layer.

The company positions the product as a way for insurers to respond faster at the first point of contact while keeping formal claims decisions with staff. Coverage, liability and settlement decisions remain with adjusters.

"Insurers don't need another AI pilot. Insurers Need AI working in daily claims operations," said Luis Blando, Chief Product and Technology Officer, OutSystems.

Blando elaborated on the accident scenario the product is built for:

"When someone is in an accident, they need help right away, and the insurer needs accurate details while they're still fresh. OutSystems Agentic First Notice of Loss delivers both. Through a conversational experience connected to roadside help and claims systems, insurers can become the first line of support, taking the complete report, arranging a tow and guiding the customer on what to do next. All while coverage, liability and payment decisions stay firmly in the hands of adjusters."

How are the AI agents governed?

OutSystems says the system records AI agent actions and applies controls over access to data and connected systems. Adjusters stay responsible for decisions on fault, coverage and settlement. Insurers can alter business rules, user interface screens and agents to fit their own operations.

Development teams can also use task-level testing to compare models on accuracy, speed and cost — a capability aimed at the model-selection problem carriers face as they evaluate which AI systems to trust with customer interactions.

OutSystems describes the product as running on a production-ready foundation, with support for both its own tools and third-party AI coding products.

The governance framing matters for a regulated industry. Analysts and suppliers across insurance technology have increasingly focused on "agentic" systems that carry out multistep tasks across several software environments. For insurers, the appeal lies in reducing manual handoffs in customer service and claims intake while preserving audit trails and human oversight for regulated decisions.

What does the PRISM reaction signal?

PRISM Chief Information Officer Tom Pelster said the approach showed how insurers could build new processes on top of existing core systems rather than replacing them outright — a direct response to the legacy-system barrier OutSystems' own research identified.

"OutSystems Agentic FNOL shows where the industry is headed. Governed AI agents tap into existing core systems in real time to orchestrate incident intake and sort the evidence," said Pelster.

"It proves that modernization doesn't mean you throw out your platforms and systems of record. You build smarter workflows on top of them, and the critical liability and coverage decisions stay firmly with human adjusters."

Pelster's endorsement from the CIO seat of an insurance organization signals the buyers OutSystems is courting: technology leaders who need modernization without a core-system replacement project.

How does the Honk roadside partnership work?

As part of the launch, OutSystems has partnered with roadside assistance provider Honk. Through that connection, the system can arrange a tow while a policyholder is still reporting an incident. The customer can then track status and estimated arrival time through the insurer's app.

The integration also allows the AI agent to present nearby in-network repair shops during the same interaction, adding a service layer to claims intake by combining incident reporting with practical roadside assistance.

Adam DeWitt, Chief Executive Officer of Honk, described the dispatch flow:

"The moments after an accident are when a driver finds out whether their insurer is there for them. With OutSystems Agentic First Notice of Loss, the driver reports what happened in a chat with an AI agent, and that agent coordinates in real time to dispatch a tow from Honk's nationwide network of towing and roadside assistance providers on the carrier's behalf."

DeWitt framed the repair-shop recommendation as the practical payoff:

"The agent first offers the carrier's closest in-network repair shops to give the driver a clear next step. That's where this technology matters: making a stressful moment easier for the person who needs help."

What ships alongside the product?

Alongside Agentic First Notice of Loss, OutSystems is making available an Insurance Agent Kit. The kit contains reusable AI agents for two specific tasks: checking policy coverage and reading claim photos and documents.

The reusable agents lower the barrier for insurers that want to assemble their own workflows rather than deploy the full prebuilt FNOL system — consistent with the company's claim that teams can adapt business rules, screens and agents to their own operations.

Agentic First Notice of Loss is generally available now.

The launch sets a template for how agentic AI reaches regulated industries: automate the intake and coordination work, keep the regulated decisions with humans, and connect to the systems carriers already run. Whether insurers adopt it fast enough to matter may depend on whether the 42% who cite legacy systems as their main barrier see this integration layer as the way through it.