In today's world, we all need insurance. Be that life, medical, homeowners or auto.
Insurance is a service we all need to work with. So dealing with our insurers
shouldn't be a painful experience but sometimes it is. Consider what happens
when you have an auto accident. This already stressful time is made even
worse by the fact that you need to record all sorts of information, fill in
numerous forms and then wait weeks to settle your claim. Well it doesn't have
to be like that. This demonstration highlights how the use of a Nuxeo
Content Services Platform can change the way we deal with insurance claims
forever this brief demo very quickly shows some of the simple but effective
ways in which technology can be used to make a difference.
It shows the art of the possible.
Jane has just been involved in an accident.
she's exchanged information with the other driver and now connects with her
insurance company through their mobile app. Jane is delighted to be
instantaneously connected to a digital claims attendant. At first insured she's
not injured and then guides her through the action she needs to take next
Jane responds quickly and begins a simple yet very effective conversation
where she shares the details of the accident the insurer confirms the
accident location, whether the police are required, if she requires a tow truck,
if she requires a rental car and more... As the police and tow truck arrived Jane
instantly feels reassured and after following the advice of the insurer to
take the photos of the accident she has taken to the repair facility where her
rental car is waiting. When she arrives back home she finds she's received an
email from the insurer providing her with access to her personal insurance
portal and requesting more information.
Jane logs in takes a look through the information in the claim and upload some
more images of the accident and a dashcam video that one of the witnesses
to the accident kindly shared with her.
Jane finishes the uploads and leaves the system. Almost immediately
Jane receives another email asking for her driver's license which she promptly
In what seems like no time at all Jane receives status updates each time her
claim progresses through the process then a notification that her claim is
settled. Funds have automatically been transferred to her account or paid
directly to the service providers and a final notification that her claim is now closed.
A simple painless and automated process that kept Jane informed all the
way through. Not at all like she thought it was going
to be from the customer point of view the entire process from submitting the
claim to adding additional information to actually getting paid was a simple
pain-free process. What happens behind the scenes to make that process go so
smoothly let's view the process from the perspective of Julie, who works for
Jane's insurer Acme insurance. Upon receiving Jane's first notice of loss
the system automatically determines that Julie is the next best available
adjuster to handle the claim. Julie is informed that she now has a new claim to
work on via email. She logs into her claim system and begins to process the
claim. After looking at the various information associated with a claim she
realizes that she needs more information from the claimant specifically her
driver's license. Julie opens the relevant additional
information section and requests the driver's license from the claimant.
Once that information is received Julie can see the image of the driver's license as
well as the information that has automatically been extracted from the
license and any messages that have been sent by the claimant.
Not all claimants are as pleasant and happy as Jane. So the system helps Julie
identify any unhappy claimants by performing sentiment analysis on
incoming messages this allows Julie to quickly identify unhappy claimants and
respond quickly to their concerns once Julie is happy that she has all the
information needed to process the claim she submits the claim to the process
queue for management review and next steps, such as scheduling investigations.
She then moves on to her next claim to manage. Julie has now collected all the
information and required documentation all investigations have concluded she's
created the required reports and she's negotiated the estimated repairs by
collaborating on the damaged photographs with a repair facility. Since the value
of the claim falls within her authorization limits all she needs to do
now is approve the claim for payment. Julie approves and closes the claim.
Once the claim has been approved the final step in the process is to make sure that
the claim is stored accordingly as a corporate record and kept for the
appropriate amount of time. This is done through a very simple process that can
be automated if required and that is the claim process not a lot harder behind
the scenes to manage the claim. What happens when the claim is not so
straightforward? Well not all claimants are as genuine as
Jane. Fraudulent claims cost insurers billions of dollars per year.
Using a combination of artificial intelligence and human intuition, fraud detection
comes to life within the system. In this instance it turns out that two policies
are actually registered against the same license plate one to Jane but one to a
guy will call Bob Bad. It appears that Bob has had multiple claims in a short
period of time and really needs to be looked into in more detail.
The semi-automated detection of potential fraud can be a significant boost to how
effectively the insurance company manages its claims and can be
incorporated into detailed management dashboards and
allow the business to track activity, identify process bottlenecks and
increase visibility into the claims management environment overall.
This short demonstration has looked at the claims process from multiple
perspectives including the claimant, the claims handler and the claims investigator.
All three perspectives have made use of new technology from mobile
capture to AI enabled fraud detection to advanced analytics and even more as
possible with the Nuxeo Platform. This snapshot into the art of the possible is
not the end of the conversation, it's the beginning.