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Mutua Madrileña is reinventing claim intake with Rauda AI agents
May 26, 2026
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Rauda
Mutua Madrileña has launched a structured pilot with Rauda AI Agents to automate end-to-end claim registration, bringing AI into one of the most operationally relevant moments in the insurance customer journey.
In claims, the first minutes matter. Customers want immediate help, clear next steps, and zero friction. But traditional claim intake remains heavily manual. At the scale of a leading Spanish insurer, that manual layer creates queues, inconsistent data capture, and avoidable back-and-forth while teams confirm policy details and coverage.
Why claim intake doesn't scale on people alone
Claim intake sits at the intersection of two critical pressures. Customers expect immediacy: a clear path forward, no waiting, and no friction. Insurers, at the same time, cannot shortcut the rigor that claims require. Every intake process involves confirming policy details, checking coverage, and capturing data accurately enough for everything downstream to work.
When that work is manual, the consequences compound. Teams spend the first minutes of each conversation confirming information. Data capture can become inconsistent. Coverage questions require policy checks. And because intake often depends on human availability, customers who reach out outside business hours may have to wait.
For Mutua Madrileña, one of Spain’s leading insurance groups, with strong businesses across motor, home, and health and a large, loyal customer base, reducing time-to-resolution without compromising control, compliance, or service quality is an operational priority.
An AI agent that runs the operational workflow end to end
Mutua has deployed Rauda's Claim Management AI Agent in its environment for a structured pilot. The agent captures all required information from the customer and opens the claim automatically. Crucially, it also validates coverage by reviewing the customer’s policy in real time.
That is the difference between simply collecting information and executing a complete operational workflow. Data capture alone would still leave a human team to confirm whether the claim is covered. By checking the policy as part of the intake process, the agent helps remove a verification step that typically creates waiting time and back-and-forth.
The initiative is being measured against the KPIs that matter in insurance operations: containment, time-to-resolution, CSAT, and cost per contact. This reflects Mutua’s broader approach to AI adoption: structured pilots, clear measurement, and fast iteration until value is proven in production.
