Hippo is handling more claims internally, using technology to expand capacity and giving adjusters more time for complex decisions and substantive customer conversations
SAN JOSE, Calif., Sept. 24, 2026 /PRNewswire/ -- As Hippo Holdings Inc. (NYSE: HIPO) expands its homeowners business nationally, it is scaling its claims operations through a combination of AI and automation supported by human expertise. This approach is helping Hippo maintain customer satisfaction above 80%, exceeding internal benchmarks.
The ability to deliver consistent service at greater scale is especially important following severe weather, when claim volumes can surge and homeowners need timely, informed guidance on their coverage, how to protect their property, and what to do next. The latest evolution of Hippo's claims model supports the company's broader strategy of disciplined growth. In the second quarter of 2026, Hippo reported its fifth consecutive profitable quarter, 61% year-over-year growth in gross written premium, an improved combined ratio, and increased its full-year guidance.
Building claims capacity while strengthening customer service
Hippo introduced Clara, its 24/7 conversational AI claims agent, in April 2026 to expand the claims team's capacity. By gathering claim details and surfacing relevant policy information earlier in the process, Clara has proven to give adjusters more time to focus on complex claims and substantive conversations with customers.
Based on the company's latest data, Clara successfully completes 81%1 of attempted FNOL calls with no human intervention. This helps Hippo respond faster and gives homeowners more control of the claims process while maintaining high levels of customer satisfaction and transparency.
"Hippo's return to growth is being built on a fundamentally stronger operating foundation, and our approach to claims is an important part of that strategy," said Rick McCathron, president and CEO of Hippo. "We are creating more capacity and serving more customers while preserving the quality, responsiveness and personal support homeowners expect. That is what disciplined growth means for us: expanding our homeowners business while retaining control over the experience at the moment our customers need us most."
Since April, customers with Hippo-handled claims received first contact in an average of 1.2 business hours,2 well ahead of the company's two-business-hour goal. Customer satisfaction also improved since April, with 84%3 of surveyed customers with closed, paid claims handled by Hippo saying they were very or extremely satisfied with their claims experience.
A more responsive claims experience
"The purpose of technology in claims is to give our adjusters more capacity to focus on the moments where their expertise and judgment matter most," said Philip Foley, chief claims officer at Hippo. "AI can make the claims process faster and more efficient, but the human connection remains essential. Our model combines technology with personal support so we can serve more homeowners while delivering the quality and care they expect."
Hippo is also giving homeowners a more active role in the claims process. Customers can use their phones to submit photos and information about the damage, helping the claims team assess losses more quickly and, when appropriate, without an on-site inspection.
Throughout the claims process, AI, automation and digital tools support triage, document review, claim summaries, and other repeatable tasks. Image-recognition technology can turn customer photographs into itemized lists, while remote inspections and imagery can help accelerate damage assessments where appropriate. These capabilities allow adjusters to devote more time to applying their judgment and providing direct support to customers.
1Based on Hippo's internal data on the percentage of attempted FNOL calls completed by Clara without human intervention in August 2026.
2Average initial-contact time for Hippo-handled claims between April and August 2026 is 1.2 hours and is measured in business hours.
3Based on Hippo's survey of customers with closed, paid Hippo-handled claims in August 2026.
Forward-Looking Statements
This press release contains forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, including statements regarding Hippo's growth strategy, claims operations and expected performance. These statements are based on management's current expectations and are subject to risks and uncertainties that could cause actual results to differ materially, including those described in Hippo's filings with the Securities and Exchange Commission. Readers should not place undue reliance on these statements, which speak only as of the date of this press release. Hippo undertakes no obligation to update or revise any forward-looking statements, except as required by law. For a discussion of the risks and uncertainties that could cause actual results to differ, please refer to the Risk Factors section of Hippo's most recent Annual Report on Form 10-K and other filings with the Securities and Exchange Commission.
About Hippo
Hippo is a technology-native insurance group that uses its carrier platform to diversify risk across both personal and commercial lines. Through the Hippo Homeowners Insurance Program, the company applies deep industry expertise and advanced underwriting to deliver proactive, tailored coverage for homeowners. Hippo Holdings Inc. subsidiaries include Hippo Insurance Services, Spinnaker Insurance Company, Spinnaker Specialty Insurance Company, and Wingsail Insurance Company. Hippo Insurance Services is a licensed property casualty insurance agent with products underwritten by various affiliated and unaffiliated insurance companies. For more information, please visit http://www.hippo.com.
Press contact
Courtney Klosterman
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SOURCE Hippo Holdings Inc.
