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… Read full this story
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