MS Amlin launches new AI-powered claims triage process

Lloyd’s insurer and reinsurer MS Amlin has launched a new claims triage process.

The new process embeds an artificial intelligence model, which assesses and assigns claims based on certain criteria and proprietary scoring algorithms, into MS Amlin’s claims workflow.

It is the result of a new partnership with Genpact, a global professional services firm that is working to upgrade MS Amlin’s internal processes and improve its client service.

Developed between MS Amlin’s claims team and Genpact, the triage process assesses each claim for the degree of qualitative and quantitative complexity, while enriching the claims file with data drawn from internal databases.

The data acquisition and distribution enabled by the new solution provides claims adjusters with a more complete picture of both client and claim to accelerate the whole process, according to MS Amlin.

It was built on Genpact Cora, Genpact’s digital business platform, and uses machine learning to enable constant improvement to the system’s performance as more claims are triaged.

With the new claims triage process implemented, MS Amlin’s clients and brokers will benefit from swifter claims response times.

MS Amlin will also be able to move forward with enhancing its segmented claims resourcing model using Genpact’s dedicated MS Amlin claims team in Kuala Lumpur, Malaysia. The insurer’s London-based claims team is retaining complex claims.

Alberto Verga, chief operating officer at MS Amlin, commented: “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 for Europe at 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.”

Image source: Canva

Mark Dugdale