How a Loan Claims Engine Processes up to 60,000 Deals per Day on HubSpot

Executive Summary

Solid designed and delivered a fully automated loan claims management platform built on HubSpot and extended through a modular, event-driven architecture. Starting from a blank slate, the solution supports a legally sensitive, highly regulated process with zero tolerance for errors, while operating reliably at scale.

A production-ready MVP was delivered in two months, and the platform evolved continuously with new workflows, validation layers, and integrations without disrupting live operations. Today, the system supports 100K contacts and 60K deals daily, delivering measurable impact across operations, compliance, and customer experience.

This project demonstrates that HubSpot can operate as the backbone for mission-critical, regulated processes at enterprise scale.

The Challenge: High Risk, High Volume, No Room for Error

The client is a legal-tech company specialized in large-scale loan claims management within a regulated environment. Each claim requires strict identity verification, AML screening, document audits, and financial eligibility checks governed by regulatory frameworks and oversight bodies.

No systems, workflows, integrations, or data infrastructure existed. The entire operational ecosystem had to be designed and deployed from scratch.

The core challenge was building a loan claims engine capable of managing the full customer journey end to end while sustaining very high daily volumes. The process was multi-stage and legally sensitive, requiring strict auditability, zero tolerance for errors, and seamless coordination between the CRM and eight external services, including OpenAI, YouSign, LexisNexis, and Valid8.

Additionally, the platform had to be built and expanded while live, with an active MVP and more than 40 sales users operating daily, requiring continuous deployments without disrupting operations.

The Solution: A Compliance-First Orchestration Model   

Solid designed a compliance-first orchestration model for high-volume, legally sensitive processes. This framework governs data, validations, integrations, and decisions at scale, using HubSpot as the control layer.

HubSpot serves as the system of governance, enforcing process state, decision logic, and auditability. Instead of standard CRM automation, a deterministic orchestration layer controls how data enters the system, how validations run, and how each step progresses under strict compliance rules.

Execution and validation are handled by modular backend services, keeping the control layer focused on governance and decision-making. This allows complex operations—identity verification, AML screening, document processing, and eligibility checks—to scale independently without compromising visibility or control.

The platform evolves continuously: new workflows, integrations, and validation logic can be introduced without disrupting live operations or the sales team, while preserving compliance, stability, and operational clarity.

Click image to view full size

Architecture Built for Scale and Resilience

The solution uses a modular, event-driven architecture on AWS, designed to scale independently and remain resilient under peak load. It operates safely near HubSpot and third-party API limits while sustaining high throughput.

Key architectural elements include:

• Horizontally scalable infrastructure behind load balancers

• Secure storage for logs and immutable audit records

• Encrypted queue-based processing with retry and rate-limit safety

• Webhook-driven orchestration between HubSpot and external systems

• Dedicated services for identity verification, AML screening, eligibility checks, document handling, and CRM synchronization

• Custom APIs for secure data ingestion from partners

This design ensures reliable performance despite traffic spikes, execution errors, or third-party rate limits, while maintaining full operational control from HubSpot.

Click image to view full size

Validation and User Experience by Design

The platform uses a multi-layer validation framework covering identity verification, AML checks, document completeness, financial eligibility, and compliance enforcement. Each layer advances only when the previous one is fully completed, ensuring deterministic decisions and a complete audit trail.

A custom multistep Form Engine allows users to complete registration and document signing, or pause and resume submissions without losing progress. Abandoned sessions are automatically re-engaged via email, SMS, and calls, synchronized with HubSpot.

Internally, tailored HubSpot UI customizations and agent workflows enable teams to manage complex processes directly within the CRM, improving speed, clarity, and consistency.

AI as a Controlled Compliance Layer

AI plays a foundational and carefully governed role within the platform.

A custom integration with OpenAI automates document and identity validation through real-time interpretation, quality checks, and deterministic “Valid / Invalid” outputs. When issues are detected, AI triggers personalized remediation workflows.

To mitigate risk, the system uses a double-verification model with independent AI agents. Results are cross-validated before acceptance, with low-confidence cases routed for controlled reprocessing or human review. All AI decisions are logged, auditable, and compliant with governance requirements.

Measured AI Impact:

• 85–90% reduction in manual ID review

• Instant validation feedback (seconds vs. hours/days)

• Higher completion rates, contributing to a 77% end-to-end conversion

• Scalable validation with no linear increase in operational cost

Lasting Impact

Throughout 2025, the platform delivered measurable results, improving operational performance and scalability. Over 620,000 contacts were processed, with 478,000 completing signatures, achieving a 77% end-to-end conversion rate. Daily peaks exceeded 15,000 contacts and 50,000 deals, generating over 1.6 million deals during the year, confirming the system’s reliability at extreme volume.

Operational efficiency increased substantially: around 90% of the end-to-end process is automated, saving over 1,100 operational hours per month and allowing the team to focus on higher-value tasks. The system also recovered more than 95,000 abandoned sessions, increasing the number of eligible claims entering the pipeline without additional acquisition effort.

Time to market improved significantly. A production-ready MVP was delivered in two months, enabling the client to operate immediately while the platform evolved through continuous deployments. New workflows, integrations, and validation logic were introduced without disrupting live operations or the sales team.

Automation reduced the direct link between growth and operational cost, while smart validation and pre-filtering lowered third-party calls, cost per claim, and improved unit economics. Real-time visibility into KPIs enables better decision-making and supports future growth across new products, regulatory requirements, and markets, while maintaining control and compliance at scale.

Conclusion

This project demonstrates how a complex, regulated, high-volume process can be made operational, reliable, and scalable when designed with control as a first principle. Starting from scratch, Solid built a loan claims platform that handles strict compliance requirements while supporting day-to-day operations at scale.

The focus was on creating a system teams could trust, structured around clear validation logic, centralized governance, and predictable behavior.

As a result, the client now operates a claims process with minimal manual intervention, supports continuous growth, and remains auditable at every stage. Changes can be introduced without stopping operations, while teams have real-time insight across the system.

Ultimately, this project demonstrates how HubSpot, combined with a solid architecture, can support mission-critical processes with confidence and control at scale.