Expanding collaboration to enhance claims management with AI-based natural language understanding
Expert.ai (EXAI: IM), the leader in artificial intelligence (AI) for language understanding, and RSA, one of the world’s longest standing general insurers, have partnered on a key project to enhance claims management.
Under this new agreement, RSA will increase the reach of intelligent document processing to a broader tranche of pet insurance claims. It will also support decision making, improving the customer journey through quicker cycle times – made possible by the precision that only advanced AI-based natural language capabilities can offer.
“From the simplest to the most complex situations, RSA dedicated claims teams aim to handle every case with efficiency and consistency,” said Andrew Moore, Pet Claims Director at RSA. “The use of natural language processing in our claims management journeys has proven to drive benefit in our operations and customer service delivery.”
Expert.ai improves claims management by automating the reading of documents (demand packages, medical reports, treatment, and progress notes, etc.) to accelerate the extraction of relevant data, offering a faster and better customer service. It reduces the need for manual review and hours spent reading documents, freeing up time to concentrate on higher-value tasks, driving improved service for customers.
“Across the insurance value chain, artificial intelligence is delivering the biggest impact to claims management, supporting a wide range of use cases that involve language data,” said Ian McLoughlin, Head of Business Development UK & Ireland at expert.ai. “We appreciate the confidence that RSA has demonstrated in expert.ai and look forward to continuing working together to extend the use of NLU, while making claims handlers’ workload more productive, automated and efficient.”
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