AXA rolls out three artificial intelligence (AI) bots in a bid to assist staff across the insurance business in handling repetitive administration work.
The company named the bots Lenny, Bert, and Harry.
AXA released Harry back in June 2018 and is a segment of the customer property claims team.
Tasks
The provider also said that Bert and Lenny became part of the commercial property team and the liability team respectively at the close of 2018.
Working amongst human employees, the bots are developed to tackle repetitive tasks, enabling workers or staff to focus on activities that are more analytical.
The arrival of the three bots has been highly welcomed not only by employees but also their deployment and has not led to job losses.
According to AXA, human staff can take nearly four minutes to read client correspondence and combine it with the necessary claims records.
However, Harry can accomplish such a task in less than 42 seconds.
AXA acknowledged that Harry, Bert, and Lenny would carry out additional admin tasks in 2019 and approximated that they would save over 18,000- person hours per year.
Como, a fourth bot is expected to join the commercial motor team.
SEE MORE: 10 Applications of Machine Learning in Finance
SEE MORE: Accenture: Insurance Industry Needs to Change to Embrace AI
Defendant Hub
In the meantime, Allianz said that it had rolled out ‘Defendant Hub’, a novel digital proposition through AI that helped the company ’s injury claims handlers in automating the stage three claims from the Ministry of Justice by a single click.
It said that through artificial intelligence, the company had, in collaboration with Keoghs law firm, developed “the first truly automated end-to-end digital solution for Stage Three claims.”
Manual
Allianz acknowledged that under the previous system, claim handlers not only analyzed and responded to a given Court Proceedings Pack but also manually downloaded records of the particular claim in a bid to convey them to their legal providers.
After a stage 3 hearing was done, the results were shared between handlers with the aim of populating them back into the particular system.
The Defendant Hub means that claim handlers can now carry out these steps automatically and gather outcome data at the click of a button, especially for low-value motor vehicle and casualty bodily injury claims.
What’s more, the Defendant Hub helps in generating a response and eliminating manual data input.
Upon completion of a stage 3 hearing, all the particulars of the given award are detailed down by counsel before moving forward to populate them in Allianz’s system automatically.
MORE – Allianz Rolls Out AI in Handling Claims
MORE – Top 25 AI Software for the Banking Industry
Efficiency
AXA UK’s Executive Managing Director of Claims Wasseem Malik commented: “The bots have been warmly received by their new colleagues and we are already looking at new tasks for them to take on, as well as other areas of the business where we might employ similar AI.”
Amanda McCarthy, the technical claims manager at Allianz, said: “As well as improving operational efficiency, the data collected by the Hub will enable us to drive better insight from these types of claims.
“The results will give us the opportunity to improve our strategies as well as having a competitive edge.”
