LexisNexis: More insurance execs using, open to virtual claims, might go touchless

The 2019 LexisNexis Future of Claims Study released earlier this year found more insurance executives open to virtual and even touchless claims than two years prior.The results lend insight into what collision repairers might expect to see on the ground and how a shop might choose to handle customers employing newer claims processes.LexisNexis interviewed 24 senior-level auto claims executives from among the Top 50 auto insurance carriers and compared their answers in 2018 to just 18 months ago, in 2016, according to the white paper.All 24 continued to use the traditional claims process of an adjuster inspecting the vehicle and writing an estimate, and the number using Fast Track, such as a direct repair program shop writing the first estimate, grew from 20 to 21 carriers.

Spotlight

Pan-American Life Insurance Group

Since 1911, Pan-American Life has been dedicated to being the first-choice partner for top rated life, accident and health insurance and employee benefits for local and multi-national companies, as well as individuals seeking trusted financial security. Guided by the success and strength of its over 100-year history, PALIG has established a track record as one of the most financially sound insurance companies. The company’s heritage manifests a longstanding dedication to providing customers with innovative products and services to secure their future.

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Core Insurance, Risk Management

Artificial Intelligence Meets the Insurance Industry

Article | September 22, 2022

Through machine learning and deep learning, artificial intelligence (AI) can meet industry expectations. As artificial intelligence becomes more deeply embedded in the insurance industry, industry leaders must position themselves to respond to the changing business landscape. Every day,various factors contribute to the industry's changing landscape. AI is becoming more assertive in insurance, particularly in cost savings, customer service and experience, product innovations, and marketing initiatives. With this understanding, market leaders can develop appropriate revenue-generating strategies, embrace new AI horizons and implement them to develop the perspective required to succeed in the futuristic insurance industry. AI-related Action for Better Forecasting Among insurance executives who have already invested in AI, many new businesses are reaping significant benefits. They have gained the advantages of using AI to improve the customer experience (CX). According to a Deloitte study, approximately 65% believe AI assists in decision-making. Furthermore, according to PwC specialists working with insurers on AI initiatives, businesses are increasingly using AI to: Customize products and services for consumers and other businesses Establish a loyalty framework and upsell among customers Automate more data from social media and other sources for better forecasting Automate more aspects of claim processing Improve fraud detection methods Beginwith customer segmentation to target As a result of these findings, AI investments will benefit insurance companies more than ever before. How Insurers Can Accelerate AI The following points can help insurance businesses accelerate AI and achieve faster ROI. Centralize Business Functionalities Deploying AI into the process aids in the automation of resources, the alignment of tasks, the use of analytics to nurture data, the improvement of governance, and the scaling of solutions. Focus On Data AI in insurance aids in collectingand combining relevant data from consumers and future customers. AI-assisted data collection is faster and more accurate at the appropriate time. In this manner, marketers can plan for future marketing campaigns that will increase engagement and bring in more money. Reduced Risks AI is the most effective at reducing business risks. Also, AI works best for insurers to minimize risks such as data breaches, fraud detection, correct cost segmentation, and budgeting hazards. Some Insights into AI Investment: A Key Decision to Make! As technology continues to empower the insurance sector, let's take a look at how other insurance companies are investing in AI so that you may make the vital decision to incorporate AI into your organization as soon as possible. 65% of businesses found better ways to establisha customer experience base with the help of AI post-2020 49% of businesses have improved their internal decision-making process after adopting AI 56% of businesses were able to reinvent their products and services through AI 47% of businesses operated their business functions more efficiently with AI and increased productivity. 45% of insurance businesses saved substantial costs using AI algorithms 35% ofinsurance businesses have successfully reduced risks associated with their businesses after the deployment of AI. 53% of insurance companies have seen a significant revenue increase by incorporating AI into their processes. These figures are based on a Deloitte’s research study conducted by insurance industry specialists worldwide. Some Possible AI Risks for Businesses Every technology helps businesses gain benefits, but technology installation has to be done correctly to avoid consequences. As a result, insurance companies must exercise caution when implementing AI in their business processes. The possibility of faulty AI implementation could lead to: New cyber hazards New privacy threats Workforce shortages New legal liabilities and reputational risks Customer distrust More complex business modules The lack of AI abilitiesismore challenging, which can affect the entire business sphere, especially the functions that are associated with AI.

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Insurance Technology

Rising to the challenge of core insurance transformation

Article | August 9, 2022

There is no doubt that we are living in an era in which insurers have been called to transform their business offerings, infrastructure and operations. Successful transformation translates into new revenue opportunities, stronger customer relationships and sustained brand relevance. However, this need to evolve cannot be addressed through superficial changes. Leading insurers are transforming their core offerings to completely reimagine their role in the insurance landscape. As the nominations and winners for the Efma-Accenture Innovation in Insurance Core Insurance Transformation award show, leading insurers are starting their core transformation at the top, and applying it to every touchpoint of the business. Nine pioneering nominees The nine nominees in the core insurance transformation category lead core insurance transformation in various innovations across their value chain. The nominations were: AXA for A.Iconic Claims Discovery for AI Quote RBC for their conversational AI Platform, driven by Personal Insights for Life Insurance Application Generali for their fund transaction through blockchain innovation FWD for the AI-Everywhere Smart Insurance Framework China Life Insurance for an intelligent value evaluation system for salesforce Multiasistencia for MACARENA, an innovative AI voicebot that provides100% automated First Notice of Loss in home insurance claims Humania for their ground-breaking income insurance for accident and disability claims Mapfre for Verbatims, a cognitive behavioural model that integrates live customer feedback As can be seen, by the nominees above, AI is a leading technology in core insurance transformation. In fact, every innovation used technology in fresh, structured ways to create a lasting impact on their business. Let’s look closer at the winners, and what their innovations say about how to lead core insurance transformation in 2021. Gold: Discovery Discovery are transforming the way brokers and clients engage with them through the introduction of their AI Quote service. Users are able to upload a PDF or pictures of competitor insurance and investment documents via phone or computer, and receive an equivalent Discovery quote in seconds. The entire journey can be completed in under a minute. Brokers can take the quotes to their clients and where a client has completed the direct journey, they will be called by a sales agent to discuss the specifics of the quote and close the sale. Romek Sadowski, Discovery Life’s Head of Technical Marketing says, “Ultimately, AI-powered optical character recognition (OCR) technology has been able to equip us with a seamless journey for clients, advisers and employees of the business as a whole. For clients, benefits include receiving a comparable quote in less than a minute and an improved understanding of Discovery’s products relative to the market. For advisers, key benefits include more accurate and consistent competitor comparisons, as well as a reduction in sales and quoting frictions. By automating the process of extracting data from policy documents and then converting it into comparable Discovery Life benefits, our advisers are able to spend less time on manual work and more time assisting our clients. AI Quote has also created opportunities for Discovery Life to incorporate digital tools into many of our existing processes and create a single, seamless, digital journey for advisers and clients alike. Additional innovations, such as Virtual Underwriting which allows clients to undergo underwriting from anywhere they choose, have been developed and are being refined in order to make this goal for a seamless digital journey a reality.” This is an important innovation in the South African insurance and investment landscape, which is highly developed and innovative, and characterised by frequent product updates and enhancements. While products are fine-tuned to meet customer needs, it’s difficult for brokers to keep track of various products in the market and how they compare from one competitor to another. Clients are also not in the position to understand how exactly their financial products compare against competitors. “The South African insurance industry is a complex environment with a vast array of sophisticated products. Financial advisers are faced with numerous competitors each with multiple products and options, resulting in countless different quoting combinations. By automating the comparison process, AI Quote simplifies the new business experience for both advisers and clients, increasing conversion rates and improving stakeholder satisfaction. AI Quote ensures that clients who have existing policies with our competitors are quoted comparable Discovery benefits and gives advisers confidence that they are providing clients with the best possible advice when comparing policies.” By removing sales frictions and automatically carrying out comparisons, Discovery’s AI Quote aims to enhance the company’s exposure to potential clients, attract brokers to sell Discovery products, improve the accuracy of replacements and promote Discovery’s brand as a market-leading innovator. With an efficient client- and broker-centric platform, Discovery has taken quoting to the next level. The potential for AI, however, is just beginning to be untapped. Romek concludes, “The insurance landscape is evolving, and we have seen an influx in microinsurance providers, direct-to-customer insurers and niche players in the market. When it comes to life insurance, clients are faced with a dauntingly large number of options – and that number is increasing. Within such complexity, manual processing of data in order to generate benefit comparisons is simply inefficient. A key benefit of AI is that it can complement or replace manual processes and allows for a far more streamlined user experience. Outside of the new business process, AI has displayed immense success in other areas such as customer service, underwriting and claims. Chatbots are now commonly used by insurers around the world to assist clients and answer their questions. Car insurance has been fundamentally changed through advancements in telematics. Big data is more readily available and, with the help of AI, can be utilised to make faster and more accurate pricing and underwriting decisions.” Silver: Generali Generali conducted a deep transformation in the way they transact with their counterparts and custodians through the use of blockchain technology. Generali France currently processes 250 thousand orders on funds (to cover unit-linked policies) per year through classical schemes via custodians. The aim is to generate a direct link with asset managers for trading shares of funds without using the costly transfer agent of custodians. With this transformation in mind, Generali France invested in a startup called Iznes, developing a trading platform on funds based on blockchain technology. With this as a foundation, Generali has begun to connect its IT and operations to the innovative platform. The innovation can serve all middle and back offices of investment departments and asset management companies. It crunches transaction costs and creates a direct link between the buy-side and the sell-side. The total cost of Generali Unit-linked orders is expected to drop by half, supposing that 50% of counterparts join the platform. Bronze: FWD Led by their customers’ needs and vision to change the way people feel about insurance, FWD Group Data developed a ‘Smart Insurance Framework’ which sees the business embarking on a ‘AI-everywhere’ approach. The platform has transformed the entire insurance journey for both their customers and employees with the use of advanced technologies and AI power. To create a simpler and smoother insurance experience for customers, FWD created a modern data architecture framework that improves operation efficiency internally and convenience externally. The Group Office Data Platform (GODP) streamlines and integrates all data into a single platform that is smart, secured and scalable. This platform allows business users to harness data, insights and run analytics across all our markets, to help support a spectrum of initiatives in FWD with data. The clever use of data allows FWD to evolve and predict customer responses more accurately, develop a better understanding of customer needs and behaviour, and in turn serve them better. As the nominees and winners show, the insurance industry is embracing technology to pre-empt, analyze and streamline customer, broker and employee experiences. We would love to hear how you are transforming your core insurance operations. Submit your core insurance innovation to the Efma-Accenture Innovation in Insurance Awards for 2022.

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Claims

How Will COVID-19 Affect Insurtech

Article | July 15, 2022

It is common knowledge that there is virtually no industry that has been immune to the effects of COVID-19. The global pandemic has caused massive shifts in individual and industrial behavior and will continue to do so in the months, if not years, to come. The P&C industry, like many others, is reeling from the effects of the virus. Amidst all these events, it is important to assess how the insurtech industry is going to be affected by COVID-19.

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Insurance Technology

How Are Insurance Firms Using Artificial Intelligence (AI)?

Article | July 13, 2022

In the insurance industry, artificial intelligence (AI) has become a buzzword. Nonetheless, despite the fact that we are still in the early stages of AI implementation, the industry has made significant progress. The Need for AI in Insurance Insurance is a long-established and highly regulated industry. Perhaps as a result, insurance companies have been slower to adopt technological change than other industries. Insurance is still dominated by manual, paper-based processes that are time-consuming and necessitate human intervention. Even today, customers must deal with time-consuming paperwork and bureaucracy when filing a claim or enrolling in a new insurance policy. Customers may also pay more for insurance if policies are not tailored to their specific needs. Insurance is not always a pleasant customer experience in an age when most of our daily activities are online, digitized, and convenient. Having said that, we are beginning to see a global push by insurance companies to enhance their technological capabilities in order to do business faster, cheaper, and more securely. There have been several notable examples of insurers investing heavily in Artificial Intelligence solutions in recent years. If AI technology is fully applied to the insurance industry, McKinsey estimates a potential annual value of up to $1.1 trillion. How are insurers implementing AI? There are numerous examples of insurers around the world using AI to improve both their bottom line and the customer experience. There are also a slew of start-ups offering AI solutions to insurers and customers. I'll discuss a few interesting cases here. The Future of Artificial Intelligence in Insurance AI has the potential to transform customers' insurance experiences from frustrating and bureaucratic to quick, on-demand, and more affordable. Customized insurance products will attract more customers at lower costs. If insurers apply AI technology to the mountain of data at their disposal, we will soon see more flexible insurance, such as on-demand pay-as-you-go insurance and premiums that adjust automatically in response to accidents, customer health, and so on. Insurance will become more personalized as insurers use AI technology to better understand what their customers require. By accelerating workflows, insurers will be able to save money. They will also discover new revenue streams as artificial intelligence-driven analysis uncovers new business and cross-selling opportunities.

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Spotlight

Pan-American Life Insurance Group

Since 1911, Pan-American Life has been dedicated to being the first-choice partner for top rated life, accident and health insurance and employee benefits for local and multi-national companies, as well as individuals seeking trusted financial security. Guided by the success and strength of its over 100-year history, PALIG has established a track record as one of the most financially sound insurance companies. The company’s heritage manifests a longstanding dedication to providing customers with innovative products and services to secure their future.

Related News

Valued Policy Law and Total Loss

inredisputesblog | May 21, 2019

Typically, a fire insurance policy pays a policyholder for the actual cash value or the replacement value of the property destroyed. But in 20 states, if there is a total loss, the amount the insurer must pay is equal to the value of the property at the time the insurance policy was issued. What happens if the policy covers a multi-building complex and one of the buildings is destroyed? The Eighth Circuit Court of Appeals recently addressed this issue. In Norwood-Redfield Apartments Limited Partnership v. American Family Mutual Ins. Co., No. 18-2618 (8th Cir. May 16, 2019)(Unpublished), the appeals court affirmed a judgment in favour of the insurance company denying the policyholder’s claim to recover the full value listed on the policy of an entire complex of buildings when only one of the buildings was destroyed. The policyholder sued its insurance carrier after a fire destroyed one of the buildings out of 32 in the complex. The insurance carrier paid nearly $3 million for the loss, but the policyholder wanted the policy limits of over $31 million.

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Valued Policy Law and Total Loss

inredisputesblog | May 21, 2019

Typically, a fire insurance policy pays a policyholder for the actual cash value or the replacement value of the property destroyed. But in 20 states, if there is a total loss, the amount the insurer must pay is equal to the value of the property at the time the insurance policy was issued. What happens if the policy covers a multi-building complex and one of the buildings is destroyed? The Eighth Circuit Court of Appeals recently addressed this issue. In Norwood-Redfield Apartments Limited Partnership v. American Family Mutual Ins. Co., No. 18-2618 (8th Cir. May 16, 2019)(Unpublished), the appeals court affirmed a judgment in favour of the insurance company denying the policyholder’s claim to recover the full value listed on the policy of an entire complex of buildings when only one of the buildings was destroyed. The policyholder sued its insurance carrier after a fire destroyed one of the buildings out of 32 in the complex. The insurance carrier paid nearly $3 million for the loss, but the policyholder wanted the policy limits of over $31 million.

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