Customer Stories
Leading Dutch Insurance Company Transforms Claims Handling with AI
Xebia helps to build a solution that simplify the claims process, reduce the burden on senior staff, and ultimately improve productivity.
About the Client
The client is a well-regarded Dutch insurance company specializing in life, health, and property insurance, known for its customer-centric approach and commitment to providing comprehensive insurance solutions. However, the company faced significant challenges in managing many complex accidents claims while adhering to strict regulatory standards. The insurer sought innovative ways to streamline its claims-handling process and enhance operations to gain a competitive advantage.
Key Challenges
Complex Claims Handling
Employees frequently struggled to promptly locate the necessary information for processing claims, resulting in delays.
Onboarding New Staff
Training new employees was time-consuming and required significant input from senior staff, who were already overburdened.
High Costs and Inefficiencies
Manual data retrieval and heavy reliance on senior employees for guidance led to higher costs and inefficiencies in the process.
Enhancing Claims Management with the Power of AI
Xebia worked with the Dutch insurer to develop a solution that would not only address the immediate challenges but also pave the way for future innovation.
AI Chat Assistant
Xebia introduced a new AI Chat Assistant designed to make life easier for the company’s employees. Instead of digging through piles of documents or relying on colleagues, employees could now interact with this AI tool to quickly find relevant information from the internal knowledge base. The assistant uses a combination of search technology and answer generation techniques, specifically Retrieval Augmented Generation (RAG), to provide clear, concise, and human-readable responses. "The AI assistant has been a game-changer for us," remarked one claims handler. "It's like having a knowledgeable colleague available at all times, which has made my work so much easier."
Enhanced Claims Payout Assessment
Xebia also developed a tool that helps employees determine the payout for claims more accurately. This tool searches for historical case data and generates detailed comments on each case, allowing employees to compare and justify compensation amounts more confidently. The tool significantly reduces the time spent on assessing claims and ensures consistency in decision-making.
The AI solutions were seamlessly integrated into the company’s existing systems, minimizing disruption in day-to-day operations. Xebia took a phased approach to deployment, allowing for real-time adjustments based on feedback from the front-line employees who used the tools daily.
Business Impact
- Faster Claims Processing
With instant access to information and automated tools, employees could handle claims more efficiently, reducing processing times and enhancing customer satisfaction.
- Significant Cost Reductions
By streamlining the process and reducing manual intervention, the insurance company achieved significant cost savings, improving its bottom line.
- Enhanced Employee Productivity
Reliance on senior staff for guidance was reduced, allowing employees to focus on more critical tasks, boosting overall productivity.
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