AI can do much more than claim settlement for the insurance sector 27^th March 2023

Artificial Intelligence (AI) has transformed several sectors, and the insurance sector is no exception. AI has proven its value in the insurance sector, from speeding up claims processing to providing personalised policy recommendations. However, its potential extends far beyond claim settlements. This blog will provide insights into how AI can do much more than claim settlement for the insurance sector, especially in buying insurance policies online.

1. Chatbots for personalised recommendations
Buying an insurance policy online has become a preferred option for many people. It is fast, convenient, and often cheaper than buying a policy through a traditional agent. However, it can be overwhelming for customers who are unfamiliar with the insurance industry. This is where AI can play a crucial role in simplifying the process and making it easier for customers to find the right policy for their needs.

Chatbots are computer programs that use AI to automate customer conversations and address their queries via text or text-to-speech. They can answer questions, provide recommendations, and help customers purchase policies. For example, if a customer is looking for car insurance, the chatbot can ask them questions about their vehicle, driving habits, and other relevant information. Using this data, the chatbot can recommend policies tailored to the customer's needs. Chatbots can be integrated into insurance company websites and mobile apps, making them easily accessible to customers.

2. AI for risk assessment
AI can also help with risk assessment, a crucial part of the insurance industry. Traditional risk assessment methods rely on historical data and statistical models. While these methods are effective, they are limited in predicting future risks. AI can help overcome this limitation by analysing various data sources, including social media, weather reports, and satellite images.

For example, AI can analyse social media data to determine if a customer is at risk of a health issue. Suppose a customer frequently posts about unhealthy eating habits or lack of exercise. In that case, AI algorithms can flag them as high-risk customers and recommend health insurance policies that provide coverage for preventative care. This benefits the customer by providing them with the right policy from the best insurance companies by reducing the risk of costly claims.

3. Fraud detection with AI
Traditional fraud detection methods rely on manual processes and statistical models, which can be slow and ineffective. AI can analyse customer data and identify behaviour patterns consistent with fraudulent claims. This could include a customer who frequently submits claims for the same type of damage or a customer with a history of submitting claims at the end of the policy term. By flagging these patterns, AI can help insurance companies identify potential fraud and take action to prevent it.

4. Improving customer service with AI
AI can also help insurance companies provide better customer service. By analysing customer data, AI algorithms can identify customer behaviour and preference patterns. This information can be used to personalise customer service interactions and provide a more positive experience for customers.

5. AI as a tool to enhance human expertise
Suppose a customer frequently contacts customer service with questions about their policy. In that case, AI algorithms can identify this pattern and recommend that the customer be transferred to be contacted by a human agent for a more in-depth conversation. Doing this makes the customer feel heard and understood, while the human agent can provide more personalised assistance.

Overall, the potential of AI in the insurance industry is vast, and the benefits are clear. By embracing AI and incorporating it into their operations, insurance companies can stay ahead of the curve and provide better customer service. The process of how you can buy insurance policy online may have seemed daunting in the past, but with the help of AI, it can become a fast, convenient, and personalised experience for everyone involved.

Click HERE to learn more about how you can buy insurance policy online.

Disclaimer: The information provided above is for illustrative purposes only. To get more details, please refer to policy wordings and prospectus before purchasing a policy.