AI to speed motor claims
07 Jun 2017
Suncorp in Australia plans to use artificial intelligence to determine liability in car accidents, helping to speed the claims process and reduce claims costs.
“We have been able to test and prove the use of artificial intelligence in the determination of liability,” Chief Customer Experience Officer Mark Reinke told the annual investor day in Brisbane last week.
“That, in the testing we have done, has made a significant difference.”
Suncorp says some 15,000 claims files have been “depersonalised” while developing the artificial intelligence tool using IBM Watson technology.
Customer Platforms CEO Gary Dransfield says the technology will lower claims costs by helping to facilitate the pathway to preferred repairers.
“We think the outcome from that will be both a quicker and better customer experience in terms of getting to choose and be allocated to a repairer quickly,” he said.
Suncorp also says it has improved overall customer numbers, mainly through better retention and growth in its core businesses.
Mr Reinke says benefits will come from the group’s expansion in other areas, such as health.
“While the pipeline is building, you would expect to see more of that in the next 12 months,” he said.