QBE on track to reach robotics milestone

QBE is on track to hit a 30,000-tasks-per-week milestone in the robotic processing capabilities of its claims operations.

The insurer expects to have 45 ‘robots’ in place completing 30,000 tasks a week across its European division by the end of this year. This is twice the number of robotics-facilitated tasks completed on a weekly basis at the end of 2019 and an increase of 15 ‘robots’. 

QBE creates the ‘robots’ in-house to complete essential but repetitive non-decision-based tasks, such as searching, collating and formatting data, populating forms, setting up claims, instructing third parties, and processing payments. 

The development of robotics is just one part of QBE’s claims transformation programme, which also sees artificial intelligence deployed across all stages of the claims lifecycle.

Mike East, claims director at QBE, said “This is a rapidly changing area, where we continue to smash our own targets in our drive to be a data driven customer-centric organisation. Robotics is the start of our ‘bionic’ claims journey, where we look to combine technology and people to deliver a truly exceptional claims service.” 

For the remainder of 2020, QBE will expand its robotics capabilities to include UK motor first notification of loss, motor damage and personal injury claims, alongside additional administrative functions.

East added: “Just as we are investing in our technological abilities, we are also investing in our people capabilities, expanding our local claims teams, as we believe the best claims service requires a human touch. This is not about replacing people with robots, it’s about leveraging technology to free our experts up to do more for our customers.”

In August, QBE reported that it had issued £10.6 million in premium rebates to motor fleet customers that took vehicles out of service during the Covid-19 pandemic.

Approximately 60% of rebates went to bus and coach customers, which were among the hardest hit by lockdown and social distancing measures.

Mark Dugdale