The Challenge

Fraudulent claims were increasingly costly, eroding trust and profitability by burdening the claims team with manual verification work. Route initially required suspicious claims to submit physical notarizations or police reports — cumbersome for honest customers and failed to deter fraud effectively.

The Solution

Route partnered with OneNotary to implement an online notarization process. Suspicious or high-value claims now require customers to complete a quick online notarization session, including live video verification and ID authentication. This approach ensured a seamless process for honest customers—while dramatically increasing the friction for fraudulent actors.

Why it Works?

According to a 2022 study by Harvard Business Review, customers are twice as likely to lie when dealing with a computer than a human. By adding a live human interaction step—without requiring in-person meetings—Route introduced just enough friction to discourage fraud while maintaining a positive experience for legitimate customers.