Hippo Scales AI Claims Automation with 81% Success Rate and High Customer Satisfaction

As Hippo Holdings Inc. (NYSE: HIPO) expands its homeowners business nationally, it is scaling its claims operations through a combination of AI and automation supported by human expertise. This approach is helping Hippo maintain customer satisfaction above 80%, exceeding internal benchmarks.

The ability to deliver consistent service at greater scale is especially important following severe weather, when claim volumes can surge and homeowners need timely, informed guidance on their coverage, how to protect their property, and what to do next. The latest evolution of Hippo’s claims model supports the company’s broader strategy of disciplined growth. In the second quarter of 2026, Hippo reported its fifth consecutive profitable quarter, 61% year-over-year growth in gross written premium, an improved combined ratio, and increased its full-year guidance.

Hippo introduced Clara, its 24/7 conversational AI claims agent, in April 2026 to expand the claims team’s capacity. By gathering claim details and surfacing relevant policy information earlier in the process, Clara has proven to give adjusters more time to focus on complex claims and substantive conversations with customers.

Based on the company’s latest data, Clara successfully completes 81% of attempted FNOL calls with no human intervention. This helps Hippo respond faster and gives homeowners more control of the claims process while maintaining high levels of customer satisfaction and transparency.

"Hippo’s return to growth is being built on a fundamentally stronger operating foundation, and our approach to claims is an important part of that strategy," said Rick McCathron, president and CEO of Hippo. "We are creating more capacity and serving more customers while preserving the quality, responsiveness and personal support homeowners expect. That is what disciplined growth means for us: expanding our homeowners business while retaining control over the experience at the moment our customers need us most."

Since April, customers with Hippo-handled claims received first contact in an average of 1.2 business hours, well ahead of the company’s two-business-hour goal. Customer satisfaction also improved since April, with 84% of surveyed customers with closed, paid claims handled by Hippo saying they were very or extremely satisfied with their claims experience.

"The purpose of technology in claims is to give our adjusters more capacity to focus on the moments where their expertise and judgment matter most," said Philip Foley, chief claims officer at Hippo. "AI can make the claims process faster and more efficient, but the human connection remains essential. Our model combines technology with personal support so we can serve more homeowners while delivering the quality and care they expect."

Hippo is also giving homeowners a more active role in the claims process. Customers can use their phones to submit photos and information about the damage, helping the claims team assess losses more quickly and, when appropriate, without an on-site inspection.

Throughout the claims process, AI, automation and digital tools support triage, document review, claim summaries, and other repeatable tasks. Image-recognition technology can turn customer photographs into itemized lists, while remote inspections and imagery can help accelerate damage assessments where appropriate. These capabilities allow adjusters to devote more time to applying their judgment and providing direct support to customers.