Formerly known as Gain Life
Veritas
Crosstie
How Veritas Modernized Claims Communication with Crosstie’s AI Voice Intelligence
THe Context
Driving excellence through human-centered innovation
Veritas is a premier insurance services provider specializing in physical damage appraisals and claims management for heavy equipment and commercial transportation. Their team of highly trained professionals ensures total precision throughout the claims lifecycle. For Veritas, innovation is a strategic commitment to strengthening the credibility of their experts. Leadership continuously seeks advanced tools to offload administrative tasks, empowering their team to focus on high-value technical analysis and empathetic support rather than manual paperwork.
People do business with Veritas because they know we are the best technical experts in commercial transportation claims. With Crosstie, we enabled those experts to focus more intently on the things they are best at, and dramatically reduce the noise in their day.
— Frank Bruno President, Veritas Administrators
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The Challenge
Overcoming the administrative burden of manual documentation
Before partnering with Crosstie, the Veritas team faced a significant bottleneck: the manual documentation of phone calls. In an industry where “if it’s not in the notes, it didn’t happen,” highly skilled appraisers were forced to act as data entry clerks.
Distracted Communication: Adjusters often felt less present during calls because they were focused on manually typing notes while trying to listen to the claimant.
Inefficient Post-call Tasks: Some staff spent up to 30 minutes after a call manually typing summaries, transcribing recordings, and uploading files to their system of record.
Language Barriers: Handling non-English speaking claims required expensive and slow third-party translation services, which often introduced side conversations and tangents that complicated legal documentation.
Data Incompleteness: Manual note-taking inherently leaves room for human error, where critical details that could change the outcome of a claim might be forgotten or misinterpreted.
THe Solution
A strategic partnership for AI-driven voice intelligence
Veritas partnered with Crosstie to integrate their agentic voice call solution, directly into their workflow.
Automated Documentation: Provides real-time transcription and summarization, acting as a “digital assistant” that captures every word and detail automatically.
Seamless Multilingual Support: Enables the team to switch to real-time translation with one click, providing direct and accurate communication without the need for external vendors.
Connected Ecosystem: Automatically pushes summaries and transcripts into the Veritas system of record, ensuring a clean and transparent audit trail for every claim.
Cross-Departmental Scaling: Recognizing the tool’s impact, Veritas leadership expanded its use to HR to streamline candidate screening and recruitment calls.
Crosstie’s AI tool takes out a lot of the human error. If you’re manually documenting a phone call, there might be things that you miss or forget. So the benefit of it is not only do you get a summary of the call, but you also have the word by word transcription that you can reference when you’re trying to remember the important details.
— John Marsh Senior Physical Damage Appraiser, Veritas Administrators
THe Results
Delivering faster resolutions and superior client outcomes
By pairing Crosstie’s AI with Veritas’s professional expertise, the organization has set a new benchmark for claims service — one that is faster, more precise, and fundamentally human-centered
Crosstie has significantly increased efficiency across the organization and supported accurate outcomes. The summaries are far more thorough than notes created after the fact and capture details that can change the outcome of a claim.
— Scott Jones Director of Claims, Veritas Administrators
Drastic Time Savings
Users who once spent 30 minutes on notes now repor t completing t hem in under 10 minutes, wit h some finishing in as litt le as 1–3 minutes.
Enhanced Client Focus
Staff report feeling “more present” and “less distracted,” allowing them to provide higher-quality service and more personalized support.
Improved Data Integrity
Veritas has observed significantly more complete data fields in their system of record, with fewer missing fields and higher-quality case analysis.
Scaling Without Burnout
The efficiency gains have allowed Veritas to handle higher claim volumes and adjust for growth without increasing the administrative burden on their staff.
Data-Driven Coaching
The efficiency gains have allowed Veritas to handle higher claim volumes and adjust for growth without increasing the administrative burden on their staff.
THE CONCLUSION
A Partnership Built on Innovation and Scalability
The partnership between Veritas and Crosstie focuses on using AI to empower expertise rather than replace it. By integrating Crosstie’s agentic voice calls solution into the Veritas workflow, leadership has replaced the burnout of manual documentation with a high-efficiency environment that prioritizes staff well-being. This collaboration is defined by deep responsiveness, with both teams working closely to customize the platform for their unique workflows. Ultimately, this synergy allows Veritas to deliver superior client outcomes while scaling to meet growing industry demand.
At its best, AI is a tool to enhance the impact of your incredible people, and that’s what Crosstie was able to deliver.
— Frank Bruno President, Veritas Administrators
