QBE launches AI claims service

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Company brief

Artificial intelligence is further extending its reach into the insurtech sector, this time as QBE North America’s new TextQBE services, which assists customers through the claims process via conversational messaging.

QBE explained that customers reporting claims through TextQBE will receive instant responses from an AI virtual assistant that will help update the claim and progress customers through the claims process with ease. The new product proved invaluable during the California wildfires in 2018 – as claims professionals couldn’t reach customers via landlines, the text system was ideal.

Eric Sanders, Senior Vice-President of Claims, emphasised that for everything QBE does, it has its customers in mind. “Customer satisfaction scores through the service have averaged 4.6 out of five – many with comments such as, ‘great customer service, fast and friendly, answered all my questions’,” he added.

“We know that speed and convenience of communication are key to delivering the experience of excellence for our customers, and this intelligent conversation platform helps us take it to the next level,” said Alyssa Hunt, Senior Vice-President of Technical Operations for QBE North America.

TextQBE is the product of insurtech company Hi Marley, and QBE is the first carrier to integrate the product with its core insurance system, with the aim of improving customers’ claims experience. Hi Marley CEO Michael Greene commented: “We are thrilled to work alongside an innovative leader like QBE to integrate our solution with their core claim-handling platform.”

Hunt added: “We’re able to give customers the option to communicate how they prefer, and the virtual assistant’s ‘intelligence’ enables us to offer customers the answer to simple questions about deductibles, receipt of photos and other documents rapidly on a mobile device.”