Straight-through processing
Also known as STP
Straight-through processing (STP) is handling a claim end to end with no manual intervention, from first notice to settlement, for claims simple and clear enough to decide automatically. It is measured as the share of claims settled without a human touch.
STP suits the routine tail: small, unambiguous claims where coverage and liability are clear. Harder claims still need judgment, which is where over-automating gets dangerous.
How straight-through processing works
An STP path checks the claim on intake. Policy in force, coverage confirmed, no exclusions, damages within an expected range. If every check passes with high confidence, the claim settles automatically. Anything that fails a check, or comes back with low confidence, goes to a human instead.
What can go straight through
How much of a book is eligible depends on the line and the mix of claims. High-frequency, low-severity claims with clear liability, like a windshield replacement or a small property item, are good candidates. Complex liability, injury and high-value claims should not be forced onto an STP path to lift the rate.
The trade-off
STP cuts cycle time and cost on the routine tail and gives customers a faster answer on simple claims. The risk is chasing an STP percentage onto claims that need judgment, where a wrong automated decision leaks at scale. What goes straight through has to be gated by accuracy, not by the target.
Example
A policyholder reports a cracked windshield through an app. The system confirms the policy is active, the peril is covered, there is no relevant exclusion, and the quoted repair is in the normal range. Every check passes, so the claim is approved and the repair booked with no handler involved. A disputed collision with injuries fails the confidence gate and goes to an adjuster instead.
Mysa makes claims decision-ready and scores each decision, so the routine ones can move straight through while the judgment calls go to your adjuster with the reasoning attached.
Common questions
What is straight-through processing in insurance?
Settling a claim automatically from end to end with no manual handling, usually for simple, clear-cut claims.
What is the difference between STP and touchless claims?
They describe the same thing, a claim resolved with no human involvement. "Touchless" is more common in North America and "straight-through processing" in banking-influenced insurance markets.
What percentage of claims can be straight-through processed?
It varies widely by line and book. STP suits high-frequency, low-severity, clear-liability claims and should not be forced onto complex ones.
Is straight-through processing safe?
It is safe when accuracy gates it. Only claims that pass every check with high confidence go through, and everything else routes to a human.