The Stakeholder

Branch is known for delivering fast, seamless claims experiences to its members. The claims organization consistently looks for ways to:

• Reduce administrative friction for adjusters
• Drive consistency and compliance in communications
• Improve responsiveness to policyholders

As one of Kyber's earliest carrier partners, Branch has played an active role in shaping how the platform supports real-world workflows, including compliance use cases like DOI inquiry responses.

“Addressing consumer inquiries is critical, but historically time-consuming,” said Ruth Deabold, Director of Claims Compliance & Operations at Branch. “Now, we focus on resolution instead of response-building, creating a faster, higher-quality experience with our team engaged at every step.”

The Challenge

A mandatory task that demands senior attention

Department of Insurance (DOI) inquiry responses are a regulatory requirement every P&C insurer must handle. Each issue must be addressed directly, supporting documentation must be attached, and the tone must be professional. Most states require formal written responses within 10 to 30 calendar days, with no room for delays or incomplete submissions.

Before Kyber, Branch's claims compliance team averaged three days to complete each response. The burden wasn't the volume. DOI inquiries don't arrive every day. But when they do, they demand immediate attention from the people best positioned to lead, not execute. Each response required:

• Assembling the full claim timeline and documentation
• Coordinating review across legal, compliance, and claims
• Formatting and finalizing the response under deadline pressure

This work distracted the team from more strategic initiatives, taking days away and leading to bursts of reactive effort.

The Breakthrough

The first product of its kind

At the time of launch, no carrier had access to a dedicated, production-grade AI solution built specifically for DOI inquiry responses. Compliance teams across the industry were still relying on manual workflows, static templates, and senior subject matter experts to assemble regulatory responses under deadline. While generative AI tools were emerging, none were structured to meet the documentation standards, allegation-by-allegation formatting, and audit traceability required for DOI submissions.

Branch identified the gap and brought the opportunity directly to Kyber. Rather than adapting a generic drafting tool, the two teams co-developed a purpose-built DOI Inquiry Response AI Template designed around real compliance workflows. Together, they pressure-tested outputs against live inquiries, refined narrative structure, ensured documentation alignment, and embedded version control safeguards.

The result was the first carrier-grade AI workflow of its kind. Built specifically for DOI responses, validated in production, and proven to reduce turnaround time by an average of 70% without sacrificing oversight or quality.

AI-powered drafts with human oversight

Branch implemented Kyber’s DOI Inquiry Response AI Template to streamline the team’s response workflow. As an existing Kyber user, they added the template to their growing set of AI-driven document use cases. Within their current compliance process, the team now generates expert-ready first drafts instead of building responses from scratch.

Key elements of the implementation:

• Organized claim file summaries. Kyber pulls the full claim file record into a clear, organized summary of activity, making file reviews more efficient. Before going line by line, reviewers can see a quick summary of the entire claim file, saving time and surfacing key details faster.
• AI-generated first drafts. Kyber assembles the baseline response using claim data and documentation, eliminating hours of formatting and restating known facts.
• Human-in-the-loop review. Compliance professionals still review, revise, and approve every response before submission.
• Audit-ready tracking. Full version control and compliance notes from draft to delivery.
• Workflow integration. The AI works within Branch's existing systems rather than adding new tools or steps.

The approach kept compliance firmly in control while removing the manual friction that consumed the most time.

"DOI inquiry responses are exactly the kind of task where AI delivers real value," said Arvind Sontha, CEO of Kyber. "High effort, no strategic upside, but real exposure if done wrong. Branch proved you can automate the burden without compromising the oversight."

The Payoff

This case marks the fourth major outcome in Branch's Kyber adoption:

• 65% reduction in drafting time
• 80% reduction in template volume
• 5x reduction in letter cycle time
• Now: An average 70% average reduction in DOI  response time

Beyond DOI responses, the same infrastructure supports broader compliance workflows. Kyber's ability to pull claim file records into organized summaries makes general audits and file reviews significantly more efficient, giving compliance teams a head start before diving into the details.

With this latest win, Branch is expanding Kyber's role beyond correspondence into additional compliance use cases. The success demonstrated that AI can support compliance workflows safely and effectively, with the right controls in place, while keeping the human in the loop.

Learn how Kyber helps modern carriers accelerate compliance without compromise at askkyber.com.