COO cockpit · Q4 FY26

Operations are scaling with automation, not headcount

Touchless approval and L1 deflection are creating capacity for clinical review and fraud investigation.

Open cases

-8%

1,551

Avg TAT

37m

Touchless

+9.1 pp

73.4%

FTE deflected

SLA breach risk

Operating readout

QTD

Digital direct is the margin engine

CAC is materially lower than agency while renewal quality is higher.

Claims automation is compounding

Touchless cases free adjusters to focus on clinical complexity and fraud.

Risk remains concentrated

Hospital network pricing and IBNR movement are the two watch items.

FTE redeployment ledger

AI has moved repetitive L1 review into touchless lanes, freeing 62 FTE for clinical exceptions and fraud.

Auditable attribution

Linked to claims, tariffs, and model cards.

Watchlist generated

Escalations routed by owner and exposure.