MS Amlin, the Lloyd’s global re/insurer has launched a new AI-powered claims triage capability, marking the first in a series of developments originating from a newly formed partnership with global professional services firm, Genpact.
The partnership will see Genpact supporting a variety of functions to transform MS Amlin’s processes and accelerate its ability to provide leading client service.
The triage process embeds an AI model which assesses and assigns claims based on certain criteria and proprietary scoring algorithms, into MS Amlin’s claims workflow.
Developed between both MS Amlin’s Claims team and Genpact, the solution assesses each claim for the degree of qualitative and quantitative complexity.
According to the announcement, the solution was built on Genpact Cora – Genpact’s digital business platform, which uses machine learning to enable constant improvement to the system’s performance as more claims are triaged.
Both of MS Amlin’s clients and brokers will benefit from swifter claims response times whilst also enabling the business to progress its ambitions to enhance its segmented claims resourcing model by using Genpact’s dedicated MS Amlin claims team in Kuala Lumpur, Malaysia.
Complex claims are being retained by MS Amlin’s London-based claims team.
Genpact will also support MS Amlin across a variety of teams and services. The partnership commenced earlier this year, and forms part of MS Amlin’s continued transformation to support ongoing profitability, improve operational efficiency and deliver improved client services.
Alberto Verga, Chief Operating Officer for MS Amlin said: “I am delighted this capability has gone live for our Claims team. As we continue to modernise our business, it is important to improve our operational effectiveness by enhancing efficiency, reducing cost and updating processes to support our profitability.
“Working with Genpact to replace time-intensive and complex processes with technology-driven solutions will enhance our financial position without making any compromises to both our underwriting and claims excellence or the service we provide our clients, partners and brokers.”
Philip Tyson, head of insurance, Europe, Genpact, added: “The insurance industry is ripe for innovation, and MS Amlin – a leading insurer and reinsurer – is set to lead the charge.
“Our goal is to help MS Amlin improve their service delivery across the value chain by bringing our extensive industry expertise and AI-powered claims management platform to the claims and underwriting services that MS Amlin provides.”
