MS Amlin unveils new AI-powered tool to ‘transform’ claims triage process

Lloyd’s global re/insurer  MS Amlin has launched an artificial intelligence-powered new claims triage solution designed to improve operational efficiency and client services.

Developed between MS Amlin’s claims team and Genpact, the new claims solution embeds an AI model, which assesses and assigns claims based on certain criteria and proprietary scoring algorithms, into MS Amlin’s claims workflow. The solution assesses each claim for the degree of qualitative and quantitative complexity, whilst enriching the claims file with data drawn from internal databases, thereby providing claims adjusters with a more complete picture of both client and claim to accelerate the claims process.

The solution was built on Genpact Cora, Genpact’s digital business platform, and uses machine learning for continuous system performance enhancement as more claims are triaged.

MS Amlin formed a strategic partnership with Genpact earlier this year as part of its ongoing transformation efforts to support profitability, improve operational efficiency and deliver improved client services.

Alberto Verga, chief operating officer for MS Amlin, said: “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, Europe, Genpact, said: “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.”

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