AI, Case Study 5 min read
Streamlining claims operations: How Rhino + Jetty integrated agentic AI to reduce manual work by 50%
Key takeaways
Rhino + Jetty, the leading US security deposit platform, partnered with Taktile to transform its claims operations with agentic AI. By strategically embedding AI into its claims process, the Rhino + Jetty team:
- Reduced claims adjusters’ manual work by 50% – freeing licensed adjusters from manual data validation.
- Absorbed a 3X increase in claims volume with zero new hires – successfully scaling operations after a major merger.
- Reduced the time needed to process a claim by 80% – automating the steps in claim intake and preparation, from document verification to data extraction and validation.
- Delivered value fast with AI – safely deploying an end-to-end system combining agentic AI, business rules and human-in-the-loop oversight in 6 weeks.
Meet Rhino + Jetty: Supporting both sides of the rental market
Millions of Americans face steep moving costs, with the first month’s rent, moving fees, and security deposits due all at once. These upfront costs create a barrier for renters, slowing the rental process for property managers. Rhino + Jetty exists to address both sides of this challenge.
By giving renters the option to replace a traditional cash security deposit with low-cost security deposit insurance, renters gain financial flexibility, while property managers fill units faster and receive coverage for eligible claims. After merging with Jetty to form the largest security deposit platform in the US, Rhino + Jetty offer a combined suite of products for renters and property managers, covering more than 6 million homes nationwide.
The Opportunity: Supercharge the claims team with AI-driven decision automation
When Rhino joined forces with Jetty, claims volume surged overnight.
With hundreds of claims a day, simply adding more staff to manage the growing backlog wasn’t sustainable. Bryan Woods, Rhino’s co-founder, quickly recognized a strategic opportunity in this shift. Handling increased volume demanded a more efficient process, not just more headcount.
“We merged with Jetty, who had 3X our claims volume, and both sides of the business are growing. It came down to this: do we add 40 people to the claims team just to keep up with our backlog? How would that work with 100,000 claims? We didn’t want to have to keep adding staff just because claims volume was increasing.”
– Bryan Woods, Rhino Co-founder
For every application, adjusters were juggling multiple browser tabs, reviewing the fine print of leases and ledgers for key details, and cross-checking data to verify claims matched policies. Bryan explains:
“Our adjusters are highly trained, licensed experts who make key calls on approving or denying claims. That’s the important work they should focus on, not skimming PDFs.”
This challenge prompted Bryan to start researching how AI could increase automation in the claims process. Rhino + Jetty required a solution that not only improved efficiency, but was also built to handle the complexity of their organization’s processes.
The Innovation: Embedding transparent, agentic AI into claims operations
Having already improved the efficiency and accuracy of its KYC and underwriting processes on Taktile’s Agentic Decision Platform, Rhino + Jetty saw a natural opportunity to extend its implementation to another critical area: claims management.
In claims, the team’s main goal was to reduce manual effort from tedious data entry and cut down on back-and-forth communication with landlords. This is where Taktile’s Document Intelligence Agent came in.
Once implemented, the agent streamlined the early stages of Rhino + Jetty’s claims workflow, helping the team:
- Verify and categorize documentation – securely ingesting leases, ledgers, apartment photos, and move out inspections, and automatically triaging each document type.
- Extract and validate data – using advanced algorithms to extract relevant data points in their preferred format, cross-reference data with policy details, and validate each piece of information against business rules.
- Use Taktile’s decision engine to make a recommendation based on the claim – flagging claims as “ready to be adjusted” or, if not, highlighting missing information with clear context for adjusters.
Importantly, the process remains human-led. Adjusters make the final call to approve or deny the claim and determine the amount. Their human-in-the-loop approach lets adjusters review the AI agent’s recommendations, confirm or correct them, and provide feedback to the model, continually improving accuracy and confidence.
“When we approve a landlord’s claim, it’s a serious decision to ask the renter to pay back potentially thousands of dollars. We want to have a human in the loop for that final step.”
– Bryan Woods, Rhino Co-founder
By orchestrating AI, rules-based logic, and human expertise all in Taktile’s platform, Rhino + Jetty could safely deploy an agentic solution with the right guardrails in place, boosting both speed and transparency in the claims process.
The Outcome: Proven operational efficiencies and optimized loss ratio
Rhino + Jetty’s strategic adoption of agentic AI transformed its claims operations:
- By applying Taktile’s document intelligence agent, Rhino + Jetty reduced manual workload for the claims team by 50%, enabling licensed adjusters to focus on higher-value work.
- Their agentic solution also helped Rhino + Jetty absorb a 3X increase in claims volume with no additional hires, streamlining operations after a major merger and avoiding unsustainable staffing costs.
- The team partnered with Taktile to safely deploy their end-to-end system in just 6 weeks, preventing a lengthy internal build and saving hundreds of thousands in potential expenses.
The impact extended beyond operational efficiencies. Automation enabled Rhino + Jetty to codify adjusters' institutional knowledge into hard-coded rules, enhancing decision consistency and standardization. Additionally, by consolidating claims, KYC and underwriting data, Rhino + Jetty gained a powerful, holistic view of its operations. This unified data allows them to more accurately predict and manage loss ratio, boosting profitability, and in turn, expanding their ability to support more renters and property owners.
Bryan shares his vision for the future of Rhino + Jetty on Taktile:
“The goal is to create a world in which the entire customer lifecycle lives on Taktile. This eliminates data silos, enables systems to talk to each other and take action automatically, and helps us provide white-glove support to our renters and property owners.”
