PP-OPS-009

Insurer channel unresponsive

draftWith usto insurerlow15% confident

Type: ESC_INSURER_SILENT
Insurer: ICICI Lombard
Reference: 78182828382
Raised by: rohan.p

Age: 1.1h
SLA for this type: 4h
Sent: not yet
Insurer replied: no

What the advisor wrote

HSCBACBSA

Not provided

insurer, cases_affected, last_response_date, gwp_at_risk — ask the advisor: Your note came through as "HSCBACBSA" only - could you confirm the insurer, the affected case/policy references, and the date of their last response so we can send the escalation?

Needs a human

Claude was only 15% sure this is ESC_INSURER_SILENT, which is below the threshold for drafting unsupervised. Confirm the type — or correct it — and it will re-draft and queue for approval.

Drafted email

To: rohan.p@plumhq.com
Subject: [PP-OPS-009] Escalation: no response across open cases

Hi team,

We are escalating a lack of response on our open cases with you.

Insurer: <UNKNOWN>
Cases affected: <UNKNOWN>
Last response received: <UNKNOWN>

Please respond with a status update on these cases within 4 hours.

--
Plum Retail Ops
This is a tracked request. Please reply on this thread quoting PP-OPS-009.

Trail

21/08/2026, 11:29:09 · rohan.p
Raised by advisor
HSCBACBSA
21/08/2026, 11:29:26 · claude-opus-5
Drafted by Claude
Hi team, We are escalating a lack of response on our open cases with you. Insurer: <UNKNOWN> Cases affected: <UNKNOWN> Last response received: <UNKNOWN> Please respond with a status update on these cases within 4 hours.