We've seen that insurance companies have a habit of going on autopilot with claims.
Autopilot is a good decription.
Runners Repeaters and Strangers.
Runners = High Volume, Follow the process, claims that can be dealt with in minutes.
Repeaters = Not so High Volume, but they see enough of them to deal with them in minutes.
Strangers = What ? You don't agree with us, how weird.