User Guide
Learn how to process cases, verify information, and use the tool day-to-day.
Welcome
The AI Verification Platform processes incoming insurance applications, gathers verification evidence from official sources, and prepares a report for an underwriter to review. The tool does the heavy lifting — retrieving license board records, NPI details, business registrations, and OFAC screening — while you handle the judgment calls.
This guide walks you through the day-to-day workflow: opening a case, reviewing what the system extracted, verifying information, capturing evidence, handling anything the system flagged, and finishing the case.
Getting Started
Signing in
Sign in with the email and password provided to you. If you haven't received credentials or your access isn't working, contact your administrator.
Choosing a theme
The tool has both light and dark modes available. Light mode is the default; you can switch between them under Settings. Your choice is remembered on this device.
Understanding your role
Every user has one of two roles, which controls what you can see and do:
- Junior Underwriter — can view and process cases, edit application fields, run verifications, and capture evidence. Some higher-level tools are hidden.
- Senior Underwriter — everything a Junior can do, plus access to the Work Queue (prioritized triage) and the Admin Panel (service credentials, validation rules, and system configuration).
The Case Lifecycle
Every case moves through a series of statuses from the moment it arrives until it's finished. The path isn't linear — a straightforward case might go from received to ready to approved in minutes, while a complex one might loop through information validation and human review multiple times before it reaches a decision. That's expected.
How a case flows through the system
- A submission arrives in the mailbox and is pulled into the platform.
- The platform processes it: extracts the applicant's fields and runs automated verification checks (license, NPI, business entity, OFAC, etc.).
- Based on the results, the case is assigned an initial status — for example, Ready if every check passed, Info Validation if the parser wasn't confident in the extracted fields, or Needs Human if a check couldn't be completed automatically.
- From there, the case may be picked up by an underwriter, reviewed, reassigned to a senior, sent back for more information, or escalated.
- Eventually it lands on a final disposition: Approved, Declined, or Closed.
Status reference
Here's what each status means when you see it on a case badge or pipeline pill:
- Info Validation — The intake parser could not find enough information in key fields to run automated checks. A human needs to complete missing data first.
- Needs Human — At least one automated verification check couldn't be completed on its own (for example, a license lookup returned no match or a source isn't supported for automation). A person needs to further verify.
- Ready — Every automated check passed. The case is queued and ready for review.
- In Review — A user has taken the case and is actively working on it.
- Needs Info — During review, the underwriter determined the case can't be decided yet and the applicant needs to provide additional information.
- Escalated — The underwriter has escalated the case for a higher-level decision.
- Approved — Final disposition: the application was approved.
- Declined — Final disposition: the application was declined, either by underwriter decision or automatically by a failed verification policy.
- Closed — The case has been fully processed and archived. No further action is expected.
Processing a Case
This section walks through the day-to-day flow: finding a case to work, opening it, reviewing what the platform extracted, and correcting anything that's wrong. Verifying information and capturing evidence are covered in the next two sections.
1. Find a case to work
Open the Case List from the sidebar. Every case in the system is here. You can:
- Filter by status, date, or priority using the controls above the table.
- Click any pipeline pill in the top bar to jump straight to the Case List filtered to that status — for example, clicking Needs Human shows only cases waiting on a person.
- Sort by columns like received date or priority to work the most urgent cases first.
2. Open the case
Click any row in the Case List to open the case's summary panel. From there, click View Application Details to open the full Application Details view — this is where you'll spend most of your time on a case.
The Application Details view organizes the platform's extracted data into two main groups: Provider Information and Licensure.
3. Review the extracted information
Before making any changes, read through what the platform pulled from the submission. Compare it against the original application if anything looks off. To see them side-by-side, click the View Application button in the top-right of the Application Details view — the submission opens beside the fields so you can transcribe or verify without switching tabs.
4. Correct or complete the fields
Any field on the Application Details page can be edited. Click a value to update it. Common corrections include:
- Fixing a misspelled name or address.
- Changing the applicant type (Physician, Business Entity, Dentist, Mid-Level Provider, Part-Time) if the platform classified it incorrectly.
- Adding or removing rows from the licensure table so the right state boards are checked.
- Filling in an underwriting answer the applicant left blank.
5. Save your changes
After editing fields, click Save Corrections to write your changes back to the case.
If your corrections would change what the platform verifies — for example, you fixed a misspelled name or added a state to the licensure table — click Reprocess Verification to re-run the automated checks against the updated information. The case will move back through the appropriate status as the new results come in.
6. Move to verification
Once the extracted information is accurate, the next step is confirming it against official sources — license boards, NPI, business registries, and OFAC. See Verifying Information for how automated and manual verification work.
Verifying Information
Verification is where the platform (and, when needed, you) confirm the applicant's details against official sources. Every case runs through a set of checks — some fully automated, some that require a person to step in.
Automated checks
When a case is processed, the platform runs a set of automated verifications in the background. These include license board lookups, NPI Registry, business entity verification, OFAC screening, and more depending on the applicant type.
Each check returns one of a few outcomes, which you'll see as a pill next to the check in the Application Details view:
- Verified — The check ran and confirmed the information against the official source.
- Needs Review — The check returned a result, but a person needs to review it before it can be trusted (for example, a partial match).
- Needs Screenshot — The check succeeded but no screenshot was captured. A person needs to grab evidence before the check can be settled.
- Not Available — The source can't be checked automatically. Use manual verification (below).
- Not Applicable — This check doesn't apply to the case's applicant type (for example, board certification for a dentist).
Manual verification (co-browse)
When a check reads Not Available, Needs Review, or Needs Screenshot, you'll need to verify it manually using the platform's co-browse feature. To start:
- Open the specific check in the Application Details view (for example, OFAC) by clicking it to expand.
- Click the purple link button inside the check. This launches the co-browse browser with the source's homepage loaded.
- Search for the applicant in the source, confirm the record, and capture a screenshot of the result. The tool records what you see as part of the case's evidence package.
Once you've verified a check manually, it's re-flagged with a Manual tag so anyone reviewing the case can see that the finding was confirmed by a person, not by automation.
Capturing Evidence
Every verification the platform performs captures evidence automatically — typically a screenshot of the source page showing the record it found. Evidence is hashed and stored so it can be referenced later.
Automatic screenshots
Automated checks that navigate to a source page (like a state license board) take a screenshot as part of the lookup. You don't need to do anything for these to be captured — they happen in the background whenever the automation runs.
Manual screenshots (during co-browse)
When you verify a check manually via co-browse, the tool captures screenshots of what you see during the session. Any page you land on that shows the applicant's record becomes part of the case's evidence trail.
Viewing evidence on a case
Screenshots attached to a check are visible from the check itself in the Application Details view — click the check to expand it, and any captured evidence appears alongside the result. Click any thumbnail to open it full-size.
When the Platform Needs You
The platform automates what it can and hands the rest off to a person — that's how it's designed to work. When a case needs your input, you'll see clear signals telling you what stopped and what to do about it. Seeing an Action Required note isn't a special case; it's the normal way the platform collaborates with the team.
Action Required notes
When the platform can't proceed on its own, it attaches an Action Required note to the case. This appears on the case summary panel (the one that opens when you click a row in the Case List) and explains why the case stopped and what the next step is. Read the note first — it's the fastest way to know exactly what needs your attention.
Common situations you'll see
- Missing or unreadable fields — the case lands in Info Validation and you'll be prompted to complete or correct the extracted data before automated checks can run.
- NPI conflicts or mismatches — the NPI on file doesn't match the applicant's other information. The case will surface an Action Required note describing what to reconcile.
- Unsupported sources — a state board or registry that can't be checked automatically. The corresponding check reads Not Available, and you'll need to verify it manually via co-browse.
Finishing a Case
A case is finished when it lands on a final disposition: Approved, Declined, or Closed. Only Senior Underwriters can set a case to one of these terminal statuses.
Before finishing a case
Confirm that:
- Every check in the verification list is either Verified, Manual, or Not Applicable.
- Any Action Required notes on the case have been resolved.
- The application fields on the Application Details view are accurate.
Setting the final status
From the Case List or the Application Details view, change the case's status to Approved, Declined, or Closed. Junior Underwriters can't set these directly — if you're a Junior and the case is ready to finish, escalate it or hand it off to a Senior for the final decision.
Workload & Work Queue
Two views in the sidebar help you (and your team) know what's on your plate: Workload and Work Queue.
Workload
Workload is a team-level view. It shows who is handling what and where cases are stacking up. Use it to see the distribution of open work across the team and to identify who might need help catching up.
Work Queue (Senior Underwriters only)
Work Queue is a live feed of cases being pulled from the inbox and processed by the platform. There's no action for you to take here — it's a read-only window into what's coming in and how the platform is handling it.
Admin Panel (Senior Underwriters only)
The Admin Panel is where system-wide configuration lives. It's restricted to Senior Underwriters — if you're a Junior Underwriter you won't see it in the sidebar, and you can skip this section.
Service Credentials
Manage the API keys and credentials the platform uses to connect to external services (license boards, NPI, OFAC, and so on). From here you can add a new credential, edit an existing one, or remove a credential that's no longer needed. The dashboard at the top of the tab summarizes how many credentials are active, pending setup, or failing.
Information Validation
Control which application fields must be captured with confidence before the platform runs automated checks. Any field marked required here will hold a case in Info Validation until a person completes or corrects it — the case never proceeds half-verified.
Use this tab to tune what "complete enough" means for your workflow. Adding a field to the required list makes the intake stricter; removing one makes it more permissive.
Technical Support
If you encounter any technical issues or want to make a request for enhancements, contact the Turbo AI Solutions Support Team: