What does a single insurance intake decision sequence look like from submission to routing?

A claims intake officer at a home insurer opens `CLAIM-3391`, lodged through the web form after a storm. The form lists a damaged roof and an estimated repair cost, but the policy number field holds a number with one digit missing, and no photos are attached.

The officer searches by address and finds policy `POL-5520`, which matches the lodger's surname and suburb. They correct the link, note the reason in the case log, and set the status from `received` to `pending-documents`. A templated request for photos and a repair quote goes to the claimant, with a due date taken from the handling rules.

Later the claimant replies with photos but no quote. The officer cannot route the claim to an assessor because the checklist requires both items. They add a note, keep the status, and send a short follow-up. When the quote arrives, the status moves to `ready-to-assign` and the claim enters the assessor queue for roof damage.

The first correction carries the most weight. Had the claim stayed linked to the wrong policy, the assessor would have checked cover against the wrong terms.

**What it teaches:** intake involves repairing identifiers, applying a completeness rule exactly, writing reasons for the next person, and changing status only when conditions are met. A model should be assessed on each of those steps, not only on the final route.