Solution providers and insurtechs drive automation progress

Claims automation is nothing new. U.S. insurers have talked about it for the past 20 years, but companies and technology providers have only recently become serious. Take the Guidewire product Claims Autopilot, which just rolled out in late 2020, seeking to "flip a highly manual claims model to make manual processes the exception," said Diego Devalle, global head of product and engineering at Guidewire Software. Windshield claims, for example, are usually the first fully automated process. We look to Europe for examples of some more leading-edge automation examples.

In the Polish insurance market, there is competition among insurers in digital services and many of them are implemented in claims. Sollers Consulting has supported the Polish Talanx subsidiary Warta to implement a decision engine based on the open-source platform Camunda. It automates the process of First Notice of Loss (FNOL), including the loss assessment.
The German insurer VHV has streamlined its claims handling process in a large, agile transformation project to drive automation. The insurer created a future-ready IT infrastructure based on Guidewire Claimcenter. This enables the company to increase the level of automation incrementally.
The Norwegian insurance association Finans Norway has developed an app for car damage assessment. There is also talk of a new central claims registry that is discussed politically.
AXA Switzerland has created its own insurtech to transform claims management in motor insurance; AXA UK has launched a new digital claims solution that delivers straight-through processing for its motor insurance customers.
Aviva Poland introduced electronic claims filing for hospital-related claims.

Many insurtechs and solution providers support the automation of various functionalities of the claims handling process. Innovation Group, for example, started to organize a claim tracking service for clients of 40 German motor insurers. London-based Sprout.ai partners with Zurich, implementing Automated Policy Checking to accelerate property claims settlement times to less than 24 hours. The Danish insurer Codan has implemented an artificial intelligence (AI)-based claims system provided by Scalable Technologies. The Polish market leader PZU introduced an AI-based solution of Tractable to handle motor insurance claims.

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