# Automated Claim Processing on Kognitos

> Watch Kognitos process a pet insurance claim — and handle two real exceptions in plain English (mapping "patient" to "pet") instead of failing like traditional RPA.

**Page**: https://www.kognitos.com/videos/automated-claim-processing-on-kognitos/
**Watch on YouTube**: https://www.youtube.com/watch?v=XrunRyahuig
**Length**: 3m 31s

## What's in this video

A 3.5-minute demonstration of how Kognitos solves two long-standing problems with traditional RPA and IDP tools: developers can't anticipate every exception up front, and the people who actually know how to resolve exceptions (business users) can't traditionally touch them.

## The pet insurance example

- **Trigger**: a pet insurance claim arrives by email. Kognitos starts a process to extract the data and upload it to Salesforce.
- **Exception 1 — patient vs pet**: Salesforce has a field called *pet name*, but the document only ever uses the word *patient*. Traditional OCR and RPA bots break here.
- **Plain-English resolution**: the business user tells the Kognitos brain that *the pet is what is referred to as the patient on that document*, then clicks *always use this answer* so the mapping applies to every future claim.
- **Exception 2**: a second exception is raised mid-run; Kognitos generates an English description and the user responds the same way — no developer required.

## Why this is a structural shift

- **No upfront programming of exceptions**: Kognitos doesn't require you to enumerate every if/then variant before deployment. Start with the happy path and add logic as exceptions occur.
- **Exceptions described in English**: instead of stack traces, Kognitos surfaces a plain-English sentence describing the problem and accepts an English answer.
- **Business users own resolution**: the people who know how to handle a claim resolve the exception themselves, eliminating developer hand-offs and reducing total cost of ownership.
- **Department-level logic**: rules can be scoped to a department or even an individual, so different teams can teach the automation differently without conflict.

## FAQs

**Q: What use case is shown in this Kognitos demo?**

Automated claim processing for a pet insurance company. The automation reads a claim from email, extracts the relevant fields, and uploads them into Salesforce.


**Q: What exception did the document trigger and how was it resolved?**

Salesforce expected a field called pet name but the document only used the word patient. The business user told Kognitos in plain English that the pet is what the document calls the patient, then ticked always use this answer so the mapping applies to every future claim — no developer involved.


**Q: Do I need to pre-program every possible exception before deploying a Kognitos automation?**

No. The video calls this out explicitly: you start with the happy path and add business logic as exceptions occur — at the department or individual level. That's a key difference from traditional RPA, where every branch has to be programmed up front.


**Q: Why does the demo say Kognitos is less brittle than traditional RPA?**

Because exception handling happens in plain English at runtime by the business user who already knows how to resolve the issue — not in pre-programmed if/then logic written by a developer. That eliminates the developer hand-off and makes the automation tolerant of layout and wording variations.