Review and Recovery
Meridian Claims Assistant -- review and recovery design.
Review cost
Unaided, Dana assesses a claim (reading the policy, the photos, and the form, then deciding) in a measured average of 5 minutes 50 seconds. With the assistant's structured, per-clause-cited draft (Step 2), her review -- checking the cited clauses against the photos and confirming or editing the decision -- averages 1 minute 40 seconds, roughly 3.5x faster. This clears the review-as-product bar: the review step is measurably faster than the unaided task, not merely present alongside it.
Vigilance-decrement mitigation
Dana reviews 30-40 claims per shift. Session traces show scrutiny visibly narrowing after approximately the twelfth claim in a row. Mitigations shipped: batches capped at 10 claims before a mandatory 5-minute break; every 8th claim in a batch requires an active per-clause confirmation click rather than a single "approve" action; a random 1-in-12 already-approved claim is silently re-shown later in the shift for a second, independent check. Each mitigation's cost is named and accepted: batching adds context-switching overhead; forced confirmation adds friction to every session; re-audit sampling adds review volume.
Consequence-scaled friction table
| Action | Reversibility | Blast radius | Required confirmation |
|---|---|---|---|
| View the assistant's draft recommendation | Fully reversible (no state changed) | None. | None. |
| Edit the draft rationale before deciding | Fully reversible (edit history retained) | Low -- internal draft only. | None; auto-saved. |
| Escalate a claim to a senior adjuster | Reversible (can be un-escalated) | Low-medium -- reassigns internal work. | Single click, no modal. |
| Deny a claim | Reversible before the policyholder is notified; effectively irreversible after | High -- affects the policyholder directly. | Preview-and-diff of the denial letter (below) plus explicit confirmation. |
| Approve a payout | Irreversible once funds are disbursed | Highest -- financial and contractual. | Preview-and-diff of the payout amount and cited clauses, plus explicit confirmation; no default "approve" shortcut. |
Preview and diff
Before Dana confirms an approval, the interface shows the exact payout amount, the exact cited clauses (highlighted against the policy text), and the exact damage-photo regions the assistant flagged as supporting evidence -- side by side with the claim's actual submitted values. This is what would have caught the failure catalogue's Section 3.1-versus-3.4 error: the highlighted clause text, shown directly beside the photo evidence, makes a collision-coverage citation visibly inconsistent with weather-damage photos, at a glance, before the approval is confirmed.
Undo
Editing the draft before a decision is fully reversible via edit history. Once a decision is recorded but before the policyholder is notified (a fixed 2-hour internal review window), any adjuster can fully reverse it -- decision, rationale, and any internal status change -- with no partial state left behind. After the notification window closes, reversal requires a separate, logged claims-correction process (outside this dossier's scope), which is why the friction table above escalates confirmation specifically at the approve/deny actions rather than treating the 2-hour window as sufficient protection on its own.
Correction affordance
An always-visible "This citation is wrong" link sits beside every cited clause. Clicking it opens a
short form capturing what the correct clause should have been; submitting immediately flags the
current recommendation for a second adjuster's review (recovering the current case) and logs the
original citation, the correction, and the claim's photo/form context for the weekly error-analysis
pass described in launch-criteria.md.
Verify: the review step is measurably faster than the unaided task (co-11); the vigilance mitigations each state their own cost (co-12); every friction-table row's confirmation level is justified by its own reversibility and blast radius (co-13); the preview shows exact values, not a summary (co-14); undo is complete within its stated window, with no partial state (co-15); the correction affordance both recovers the current case and logs enough context for later analysis (co-24).
Key takeaway: Every mechanism in this file traces to a Theme C pattern applied fresh to a new domain -- friction concentrated on the approve/deny actions, complete undo within a real operational window, and a correction affordance that closes the loop into ongoing error analysis.
Last updated July 25, 2026