BriteCore’s Auto Assignment feature streamlines the process of assigning claims by automatically routing them to the most appropriate adjusters and supervisors. Using a combination of group priority, individual eligibility, and real-time availability, BriteCore ensures that claims are handled efficiently and fairly.

This functionality can be triggered either through the user interface (via the Auto-Assign button) or automatically through backend workflows, such as those initiated by configured rules.

User Experience Details

Claim Submission & Assignment Flow

When a new claim is submitted, BriteCore begins by evaluating the available adjusters. If auto-assignment is enabled, it initiates a process that moves through configured adjuster groups in a defined order of priority.

BriteCore first checks whether an adjuster is eligible, meaning they are active, licensed for the claim’s line of business, and within their daily, weekly, or monthly claim limits. If no adjuster in the first group qualifies, BriteCore continues to the next group, repeating the process until it finds a match.

Once an adjuster is assigned, BriteCore automatically assigns their supervisor. This is based on the supervisor group linked to the adjuster’s group. 

Note: If multiple supervisors are associated with the supervisor group tied to the adjuster’s group, BriteCore uses a round-robin approach—prioritizing the supervisor who has gone the longest without an assignment—to determine who is selected.

To ensure transparency, BriteCore creates a read-only system note that outlines the decision path, showing which groups were evaluated and the rationale for each assignment.

Example Scenario

Groups

• CAT Team (enabled for any/all CAT events)
• Claims Adjuster 1 
• Claims Adjuster 2
• TPAs

A claim is submitted with auto-assignment enabled. Since there is no active CAT event, the CAT group is skipped. The next group in priority—Claims Adjuster 1—is evaluated, but all adjusters are at full capacity. BriteCore moves on to Claims Adjuster 2, where one adjuster is found to be eligible. This adjuster is assigned the claim.

Immediately afterward, a supervisor is selected from the linked supervisor group using the round-robin logic. A system note is then added to the claim, summarizing the assignment path and outcome.

Example Note: 

Title: Claim has been Auto-Assigned

Adjuster Assignment

Group Priority: G1, G2, G3

• G1: No available adjusters
• G2: Assigned to [first name, last name ] (Last assignment: MM/DD/YYYY)

Supervisor Assignment

Supervisor Group: Supervisor Group XX

• Assigned to [first name, last name ] (Last assignment: MM/DD/YYYY)

Configuration Details

Enable Claim Auto-Assignment 

Navigate to Settings > Modules > Claims> Enable Claims Auto-Asignment. 

Individual Adjuster Eligibility

Adjusters must meet several criteria to be considered for auto-assignment. They must be marked as active, appropriately licensed for the applicable lines of business, state and not exceed their assigned claim limits—whether on a daily, weekly, or monthly basis.

Availability also plays a critical role. If an adjuster is marked as out-of-office, outside their working hours, or unavailable due to vacation or leave, they are excluded from the assignment pool. These rules ensure that claims are only routed to adjusters who are ready and able to act on them.

This setting is located within the individual contact’s profile in the Contacts module.

1. In the left sidebar, select Contacts.
2. Select the individual Claims Adjuster you want to configure.
3. Select the Assignment tab within their profile.
4. Complete the required fields to:
   1. Enable the adjuster for auto-assignment.
   2. Define assignment limits, availability, and other eligibility criteria.

Additionally, when a new effective date is created, BriteCore automatically copies over existing assignment configurations, avoiding the need for duplicate manual setup.

Group-Based Assignment Logic

Adjusters are organized into groups, which BriteCore evaluates in a set priority order. Typically, BriteCore starts with specialized teams such as the CAT group in the example above, then evaluates internal adjuster groups (e.g., Claims Adjuster 1 and 2), and finally third-party administrators (TPAs) as a fallback.

Within each group, BriteCore uses a round-robin assignment strategy, selecting the adjuster who has gone the longest without receiving a claim, provided they meet the eligibility criteria.

In Settings on the Groups screen, the group priority is defined using the Auto Assign Order column. This column is editable and only shown for relevant roles like Claims Adjuster and External Adjuster.

To set up groups, navigate to User Groups: 

• Navigate to User Groups in the Contact module.
• Create the necessary Claims Adjuster groups (both internal and external).
• Associate each adjuster group with a supervisor group, which can include one or more supervisors.
• Use the Auto Assign Order column to define the group’s assignment priority—lower numbers indicate higher priority in the assignment sequence.

Note: The Auto Assign Order field is only applicable to Internal and External Claims Adjuster groups. It does not apply to other group types.

Workflow Integration

For clients using automatic assignment, BriteCore includes two dedicated tasks: auto_assign_claim and auto_assign_supervisor. These workers execute the same business logic described above, returning the appropriate result to the workflow engine. Based on success or failure, the workflow continues down the relevant path—whether that’s assigning estimation, escalating for manual intervention, or triggering alternate routing.

Settings such as submit-claims-workflow and enable-legacy-auto-assign control whether these automated behaviors are active.

Step 1: Submit a Support Ticket

To enable the auto-assignment workflow, clients must submit a cloud ticket to the BriteCore team.

Include the following in your request:

• A request to enable the Auto Assign Claims workflow task.
• The claim status(s) that must trigger the auto-assignment process (e.g., Submitted, Pending Review).

Note: The workflow will not run unless explicitly configured with the correct status trigger.

Step 2: Technical Service enables Auto Assignment  

Once the workflow is enabled and properly configured:

• The workflow will trigger the auto-assign claim flow.
• This flow checks whether the auto-assign setting is enabled in your system.
• If enabled, it calls the Auto Assignment Service to evaluate and assign the appropriate claims adjuster.
• The result is returned to the claims system, indicating whether an adjuster was successfully assigned.
• Based on the outcome, the workflow will proceed down the corresponding branch (e.g., success, no match found).