Artificial intelligence to process car damage claims
Within six to twelve months Belgian insurer KBC Insurance will process car damage claims automatically with the help of artificial intelligence (AI). A pilot project just finished, showed to be successful.
Self learning robot
During several months KBC had its car damage claims checked by a self learning ‘robot’ and a human inspector at the same time. The computer was fed with some tens of thousands previous damage cases to compare and learn to correct itself in function of errors encountered. The test turned out to be a success.
50% time gain
By using AI the processing of these claims can be shortened by 50% according to Hans Verstraete, CEO of KBC Insurance. “We noticed that our customers want to get faster answers whether their damage claim is covered by the insurance or not.”
“Today damage claim managers need a lot of time for this. With AI this task can be automated and human inspectors get more time to analyze more complex cases”. At KBC 85% of the customers has a classic insurance, 15% is covered by an all risk insurance.
Human manager redundant?
The latter can already today, by using the KBC assist app, see immediately if they are covered or not. In the future this will be for all cases, Verstraete predicts. Won’t this make the human damage claim manager redundant?
“Maybe this will have an impact in the long term on the number of people needed, but we don’t want to fire people. Our staff will have to become more polyvalent. Today they are often to specialized. We’ll need competence on several domains”, the CEO adds.