Reducing Claim Assessment Time from Days to Minutes with AI
The main objective was to implement in time a system that would allow claims to be paid "without human intervention". The claims process offers an "obvious" use case for artificial intelligence, whereas a traditional, manual claims process can lead to unacceptable delays for customers. The aim was to reduce the time spent assessing a claim from days to minutes by using AI models to assist case managers.
The insurer's goal was achieved by focusing on reducing effort, increasing accuracy, and improving the customer experience.
Claims encompassed a life claims submission portal and a life claims workflow for internal staff users. For income protection, this was an end-to-end solution that allowed income protection benefits to be calculated based on AI data, while the customer is in a claim situation.
RESULTS / BENEFITS
NTT DATA was selected to develop the customer-facing application, including branding, customer journey design, and web application. It worked with the available high-level requirements shared by the insurer for general claims and detailed what would be needed for life and intellectual property claims.
This project was particularly challenging because it looked at the design and build of the entire infrastructure. In addition, there was pressure to conclude the separation process from the old company.