Sedgwick, a loss adjustor and claims management firm, is utilizing artificial intelligence (AI) to revolutionize the claims process and provide customers with a seamless experience. While AI can automate tasks such as claims information collection, Sedgwick emphasizes that human skills are essential in this process.
Richard Sheridan, the strategy development director at Sedgwick, highlights the benefits of leveraging AI to automate aspects of claims handling. By using data analytics and behavioral science, the company can better understand and predict customer needs, allowing them to proactively respond and design systems that anticipate customer requirements.
Sheridan explains that Sedgwick already utilizes chatbot technology for straightforward customer inquiries, successfully handling 70% of queries automatically. For more complex issues, the queries are swiftly referred to the relevant claims handler. Additionally, the company has deployed image recognition AI tools for self-service digital claims settlement options, specifically for low-value flooring claims. This tool can instantly recognize carpet specifications and provide immediate replacement costs.
AI proves to be a valuable tool for Sedgwick, enabling efficiency and freeing up staff to focus on problem-solving, creative thinking, and engaging with customers. The emphasis, however, remains on combining AI capabilities with human expertise. Sheridan acknowledges that AI excels in processing repetitive tasks, interpreting rules, sharing data, and carrying out basic administrative functions.
The increased adoption of AI technology aligns with customers’ growing demand for digital claims journeys. Ellie Shepherd, head of customer experience and insight at Aviva, observed that the COVID-19 pandemic accelerated the transition to digital claims, with touchless claims becoming a necessity rather than a convenience. Despite this push towards digitalization, Sheridan emphasizes the importance of providing options for customers to interact with claims handlers directly, whether it’s through phone, email, or chat.
As the claims process continues to evolve, the combination of AI and human skills offers an optimal solution. Sedgwick recognizes that while AI enhances efficiency, human interaction and expertise remain irreplaceable. By leveraging AI’s capabilities and continuously improving processes, Sedgwick aims to provide a seamless claims experience while meeting the diverse needs of its customers.
Disclaimer: This article is generated by OpenAI’s language model.
