Suncorp Group around five years ago kicked off a project to overhaul its insurance claims assessment process, implementing a digital application-like form that allowed a customer to make a claim online. While the process had a decent uptake from customers, Suncorp Digital Service executive manager Vlad Vereshchagin told IBM Think in Sydney on Wednesday that consultants still had to call the customers once they had submitted a claim, mostly to determine liability. “That task could only be done by humans, our consultants … because firstly, there was a need to understand circumstances of the claim or event or accident, exactly how it unfolded; and the second reason is that the decision about liability is binding, it has financial consequences … it’s irreversible, we cannot go back if we’ve made a mistake,” he explained. “All that blocked our automation endeavours and we couldn’t really progress beyond that step.” Suncorp identified around 26-30 types of collisions that a vehicle could go through; it also punched in close to half a million motor claims per year with known assessment outcomes. “So we thought if we had half a million claims here, which are well understood, and only about 30 scenarios, surely we could come up with a methodology which would stitch this together and actually create some sort of automation engine,” Vereshchagin explained. Suncorp had announced in November 2017 it would introduce IBM Watson to its claims assessment process, using its Natural Language Classifier capabilities to help the insurer better understand the circumstances of… [Read full story]
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