Insurer automates handling of stage 3 portal work

Rowe: Driving efficiencies and insights

Allianz Insurance has worked with defendant law firm Keoghs to create what it says is the first “truly automated end-to-end digital solution” for stage 3 claims in the Ministry of Justice portal.

‘Defendant Hub’ uses artificial intelligence to enable the company’s claims handlers to action low-value injury claims “at a single click of a button”.

Up to now, handlers have to check and respond to a court proceedings pack, and manually download documents relating to the claim to pass them to their solicitors. Once the hearing takes place, the outcomes are shared with handlers to populate back into the system.

Defendant Hub enabled handlers to perform these steps automatically. Details of the award given at the hearing are captured by counsel and automatically populated into Allianz’s system.

Allianz said the new system would cut the time it takes to handle each claim by around 30 minutes.

The technology uses and builds on Keoghs’ AI-driven service, Lauri, which was launched in 2017 to enable insurers to handle work currently done by its lawyers.

Amanda McCarthy, Allianz’s technical claims manager, said: “As well as improving operational efficiency, the data collected by the hub will enable us to drive better insight from these types of claims. The results will give us the opportunity to improve our strategies as well as having a competitive edge.”

Dene Rowe, director of innovation at Keoghs, added: “We launched Lauri to enable claims handlers to achieve better outcomes without unnecessary paperwork and delays. It’s great to see Allianz adopt solutions that further delivers on those ambitions, and we anticipate that it will help drive efficiencies and insights.”

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