User Guide
Learn how to process cases, verify information, and use the tool day-to-day.
Welcome
The AI Verification Platform processes incoming insurance applications, gathers verification evidence from official sources, and prepares a report for an underwriter to review. The tool does the heavy lifting — retrieving license board records, NPI details, business registrations, and OFAC screening — while you handle the judgment calls.
This guide walks you through the day-to-day workflow: opening a case, reviewing what the system extracted, verifying information, capturing evidence, handling anything the system flagged, and finishing the case.
Getting Started
Signing in
Sign in with the email and password provided to you. If you haven't received credentials or your access isn't working, contact your administrator.
Settings
Open Settings from the sidebar to see:
- Account Profile — your name, email, and system role. Role is display-only; ask an admin if it needs to change.
- Preferences — switch between Light (default) and Dark theme. Your choice is remembered on this device.
Senior Underwriters also see System Integrations (intake mailbox status) and User Management (invite and manage teammates) on the same screen.
Understanding your role
Every user has one of two roles, which controls what you can see and do:
- Admin — full access: system configuration, user management, workload, assignments, and every case status.
- Underwriter — case work including all case statuses, verifications, and evidence capture. No system configuration, no user management, and no workload or assignment rights.
- Analyst — restricted case work. Can only set the triage statuses (Ready, Needs Human, Info Required, Not In State, States We Can't Write). Cannot approve, decline, escalate, close, or send to committee.
- Coordinator (add-on) — a temporary flag an Admin can toggle on any user. It layers workload-page visibility and case-assignment rights on top of the user's primary role (e.g. an Underwriter covering while the Admin is out).
The Case Lifecycle
Every case moves through a series of statuses from the moment it arrives until it's finished. The path isn't linear — a straightforward case might go from received to ready to approved in minutes, while a complex one might loop through information validation and human review multiple times before it reaches a decision. That's expected.
How a case flows through the system
- A submission arrives in the mailbox and is pulled into the platform.
- The platform processes it: extracts the applicant's fields and runs automated verification checks (license, NPI, business entity, OFAC, etc.).
- Based on the results, the case is assigned an initial status — for example, Ready if every check passed, Info Validation if the parser wasn't confident in the extracted fields, or Needs Human if a check couldn't be completed automatically.
- From there, the case may be picked up by an underwriter, reviewed, reassigned to a senior, sent back for more information, or escalated.
- Eventually it lands on a final disposition: Approved, Declined, or Closed.
Status reference
Here's what each status means when you see it on a case badge or pipeline pill:
- Info Validation — The intake parser could not find enough information in key fields to run automated checks. A human needs to complete missing data first.
- Needs Human — At least one automated verification check couldn't be completed on its own (for example, a license lookup returned no match or a source isn't supported for automation). A person needs to further verify.
- Ready — Every automated check passed. The case is queued and ready for review.
- In Review — A user has taken the case and is actively working on it.
- Needs Info — During review, the underwriter determined the case can't be decided yet and the applicant needs to provide additional information.
- Escalated — The underwriter has escalated the case for a higher-level decision.
- Approved — Final disposition: the application was approved.
- Declined — Final disposition: the application was declined, either by underwriter decision or automatically by a failed verification policy.
- Closed — The case has been fully processed and archived. No further action is expected.
Processing a Case
This section walks through the day-to-day flow: finding a case to work, opening it, reviewing what the platform extracted, and correcting anything that's wrong. Verifying information and capturing evidence are covered in the next two sections.
1. Find a case to work
Open the Case List from the sidebar. Every case in the system is here. You can:
- Filter by status, date, or priority using the controls above the table.
- Click any pipeline pill in the top bar to jump straight to the Case List filtered to that status — for example, clicking Needs Human shows only cases waiting on a person.
- Sort by columns like received date or priority to work the most urgent cases first.
2. Open the case
Click any row in the Case List to open the case's summary panel. From there, click View Application Details to open the full Application Details view — this is where you'll spend most of your time on a case.
The Application Details view organizes the platform's extracted data into two main groups: Provider Identity and Licensure. The case panel itself also includes an Underwriting Timeline at the bottom — a chronological log of everything that has happened on the case (auto and manual) so you can catch up on prior activity at a glance.
3. Review the extracted information
Before making any changes, read through what the platform pulled from the submission. Compare it against the original application if anything looks off. To see them side-by-side, click the View Application button in the top-right of the Application Details view — the submission opens beside the fields so you can transcribe or verify without switching tabs.
4. Correct or complete the fields
Any field on the Application Details page can be edited. Click a value to update it. Common corrections include:
- Fixing a misspelled name or address.
- Changing the applicant type (Physician, Business Entity, Dentist, Mid-Level Provider, Part-Time) if the platform classified it incorrectly.
- Adding or removing rows from the licensure table so the right state boards are checked.
- Filling in an underwriting answer the applicant left blank.
5. Save your changes
After editing fields, click Save Corrections to write your changes back to the case.
If your corrections would change what the platform verifies — for example, you fixed a misspelled name or added a state to the licensure table — click Reprocess Verification to re-run the automated checks against the updated information. The case will move back through the appropriate status as the new results come in.
6. Move to verification
Once the extracted information is accurate, the next step is confirming it against official sources — license boards, NPI, business registries, and OFAC. See Verifying Information for how automated and manual verification work.
Verifying Information
Verification is where the platform (and, when needed, you) confirm the applicant's details against official sources. Every case runs through a set of checks — some fully automated, some that require a person to step in.
Automated checks
When a case is processed, the platform runs a set of automated verifications in the background — license board lookups, NPI Registry, business entity verification, OFAC screening, and more depending on the applicant type. Each check returns a pill you'll see next to it in the case panel:
- Verified — The check ran and confirmed the information against the official source.
- Needs Review — The check ran but a person needs to look at it (for example, a partial match or an OFAC name hit). No new evidence required — just your judgment.
- Needs Verification — The check couldn't be settled automatically (unsupported source, no match, or missing evidence). A person needs to check the source and capture a screenshot.
- Not Applicable — The check doesn't apply to this case's applicant type (for example, board certification for a dentist).
Manual verification
Expand a check that reads Needs Review or Needs Verification to see the manual-action controls. There are two paths for opening the source, depending on the site:
- Co-browse (most sources) — click the launch button on the expanded check to open the source inside the platform's browser. Any page you land on is screenshotted automatically as evidence.
- Open in my browser (gated sources, e.g. sites behind Cloudflare) — the button opens the source in a new tab of your own browser. Upload a screenshot through the floating evidence dock to attach it to the check.
Once you've looked at the source, use the button at the bottom of the expanded check to settle it:
- Reviewed — for Needs Review items. Marks the check Reviewed. No screenshot required.
- Verified — for Needs Verification items. The button is disabled until evidence is captured; once you click it, the check reads Manually Verified.
- Undo Review / Undo Verification — reverts a manual settlement back to the raw automated result.
Manually settled checks also get a Manual badge in the check header so anyone reviewing the case can see the finding was confirmed by a person, not by automation.
Google Search
At the bottom of every case's verification list is a Google Search entry — a place to attach open-web evidence (news, press releases, sanction lists) that doesn't belong to a specific check. It shows a neutral count pill (None / n Items) and isn't a pass/fail check on most cases.
On business-entity cases where an organization name is on file, Google Search becomes a required gate — the pill flips to Needs Review until you attach at least one screenshot. To settle it:
- Expand the Google Search entry and click Open Browser. Google opens in a new tab of your own browser, and the evidence dock appears with two slots.
- Capture up to two screenshots of relevant results. Paste or drag them into the dock.
- Click Mark Verified in the dock. The screenshots upload as Google1.png / Google2.png and the entry flips to Manually Verified.
Capturing Evidence
Every verification the platform performs captures evidence automatically — typically a screenshot of the source page showing the record it found. Evidence is hashed and stored so it can be referenced later.
Automatic screenshots
Automated checks that navigate to a source page (like a state license board) take a screenshot as part of the lookup. You don't need to do anything for these to be captured — they happen in the background whenever the automation runs.
Manual screenshots (during co-browse)
When you verify a check manually via co-browse, the tool captures screenshots of what you see during the session. Any page you land on that shows the applicant's record becomes part of the case's evidence trail.
Viewing evidence on a case
Screenshots attached to a check are visible from the check itself in the Application Details view — click the check to expand it, and any captured evidence appears alongside the result. Click any thumbnail to open it full-size.
The Case Report
As a case progresses, the platform compiles a Case Assessment Report package — the application attachment, the verification results, and every screenshot captured. You'll find it on the case panel under the Case Assessment Report section.
- Download Report (.zip) — grab the full package as a zip.
- View Report — preview the assessment PDF in place without downloading.
- View Application — open the original submission the applicant sent in.
A pill at the top of the section tells you whether the package is Synced to SharePoint or still Local only.
When the Platform Needs You
The platform automates what it can and hands the rest off to a person — that's how it's designed to work. When a case needs your input, you'll see clear signals telling you what stopped and what to do about it. Seeing an Action Required note isn't a special case; it's the normal way the platform collaborates with the team.
Action Required notes
When the platform can't proceed on its own, it attaches an Action Required note to the case. This appears on the case summary panel (the one that opens when you click a row in the Case List) and explains why the case stopped and what the next step is. Read the note first — it's the fastest way to know exactly what needs your attention.
Common situations you'll see
- Missing or unreadable fields — the case lands in Info Validation and you'll be prompted to complete or correct the extracted data before automated checks can run.
- NPI conflicts or mismatches — the NPI on file doesn't match the applicant's other information. The case will surface an Action Required note describing what to reconcile.
- Unsupported sources — a state board or registry that can't be checked automatically. The corresponding check reads Needs Verification, and you'll need to open the source, capture evidence, and click Verified.
Finishing a Case
A case is finished when it lands on a final disposition: Approved, Declined, or Closed. Only Senior Underwriters can set a case to one of these terminal statuses.
Before finishing a case
Confirm that:
- Every check in the verification list reads Verified, Reviewed, Manually Verified, or Not Applicable.
- Any Action Required notes on the case have been resolved.
- The application fields on the Application Details view are accurate.
Setting the final status
From the Case List or the Application Details view, change the case's status to Approved, Declined, or Closed. Junior Underwriters can't set these directly — if you're a Junior and the case is ready to finish, escalate it or hand it off to a Senior for the final decision.
Workload & Work Queue
Two views in the sidebar help you (and your team) know what's on your plate: Workload and Work Queue.
Workload
Workload is a team-level view. It shows who is handling what and where cases are stacking up. Use it to see the distribution of open work across the team and to identify who might need help catching up.
Work Queue (Senior Underwriters only)
Work Queue is a live feed of cases being pulled from the inbox and processed by the platform. There's no action for you to take here — it's a read-only window into what's coming in and how the platform is handling it.
Application Fields (Admins only)
The Application Fields panel is where system-wide configuration lives. It's restricted to Admins — other roles won't see it in the sidebar and can skip this section.
Service Credentials
Manage the API keys and credentials the platform uses to connect to external services (license boards, NPI, OFAC, and so on). From here you can add a new credential, edit an existing one, or remove a credential that's no longer needed. The dashboard at the top of the tab summarizes how many credentials are active, pending setup, or failing.
Information Validation
Control which application fields must be captured with confidence before the platform runs automated checks. Any field marked required here will hold a case in Info Validation until a person completes or corrects it — the case never proceeds half-verified.
Use this tab to tune what "complete enough" means for your workflow. Adding a field to the required list makes the intake stricter; removing one makes it more permissive.
User Management
User management lives on the Settings screen (not the Application Fields panel) and is Admin-only. From there you can:
- Invite a user — click + Invite User, enter their email, name, and role (Admin, Underwriter, or Analyst). You can also tick the coordinator add-on at invite time. They receive an email with a link to set their own password. The link expires after 72 hours.
- Change role — pick a new primary role from the dropdown next to any user.
- Coordinator toggle — flip the add-on on or off for any non-Admin user (Admins already have every coordinator privilege). Use this for temporary workload coverage without changing someone's primary role.
- Resend invite — for pending users whose original link expired.
- Delete — deactivates the user so they can no longer sign in. Their audit history is preserved.