Three-week field study in a regional property insurer's first-notice-of-loss center. Routing time dropped from a median of fourteen minutes to under sixty seconds; misroutes (claim sent to wrong adjuster team) fell from 22% to 4%. The through-line is practical: make the mechanism legible to the people who operate it, then measure what changes when they can finally see what they are doing. That is how the work earns trust—not with a louder claim, but with a clearer surface and receipts that match the field.