Insurance claims can be complex, and some policyholders may have concerns about whether the company always prioritizes their best interests during the claims process. Being stuck on hold coupled with a lack of confidence that the person they reach will be able to help are two of their biggest frustrations.

Recognizing these issues, and with claims being their highest cost center, insurance companies must simplify the claims process to improve customer trust, reduce costs and gain a strategic edge in a fiercely competitive market.

We have developed systems that utilize intelligent data-led insights and generative AI (Gen AI) to reimagine the claims process:

• ICO
  Ico, our smart claims platform, automates decision-making to ease the workload on employees and documents all information in a clearly labelled and integrated manner, removing the need to work on isolated platforms. It also automates claims processes such as ingestion of relevant data, validation of policy and coverage, plausibility checks, fraud detection, calculations and premium adjustments, bookings, repair appointments and payments — all of which help insurance companies reduce handling costs and improve resolution time.
• EMBEDDED GEN AI
  To enhance customer satisfaction, our Embedded Gen AI solution, enabled by large language models (LLMs) such as Chat GPT, is able to understand the intent of customer inquiries and can quickly respond with the correct level of sentiment to replicate a real conversation. The Embedded Gen AI solution automatically classifies customer inquiries, identifies any missing information and validates the request before completing the claim. Your customers’ data is securely accessible in real time, ensuring an accurate and seamless experience, leading to quicker resolutions.
• VIVIEN
  Using the power of generative AI, Vivien, a state-of-the-art digital human, is built on the powerful combination of Unreal Engine and Vertex AI. Vivien is an end-to-end, secure, scalable solution that can be configured to better meet your business’ customer experience objectives. Vivien’s appearance and voice can also be customized to portray the customer’s desired image. Learn more about Vivien here .

Ico, Embedded Gen AI and Vivien are solutions that can be easily integrated into your existing systems via APIs. Using smart solutions and leveraging the power of Gen AI can transform claims assistance, evaluation and litigation management.

Together, we can create a trusted and smooth experience for your customers, while optimizing your employees' efficiency and reducing costs, helping you maintain a competitive edge.

If you would like to learn more about these solutions and how they are applicable to your business, fill in the form on the side and our team will be in touch.