Automating 91% of Claims Processing with AI Agents Using Beam

By integrating a custom AI agent into their claims workflow, a leading Dutch insurer automated 91% of specific motor claims decisions, cutting processing time by 46% and boosting customer satisfaction by 9%. This allowed claims adjusters to focus on complex cases requiring human expertise.

Key Outcomes

• 91% automation of eligible motor claims

• 46% reduction in average processing time per claim

• 9% increase in Net Promoter Score (NPS)

The Challenge: Streamlining a High-Volume Process

The insurance industry faces an ongoing challenge to balance the volume of incoming claims with the need for accurate, timely decisions. Our client, a major insurer in the Netherlands, grappled with resource-intensive motor claims processing. Manual assessment of each claim demanded significant time and personnel, leading to delays and potentially impacting customer satisfaction.

AI-Powered Claims Decisioning

Beam developed a specialized AI agent designed to seamlessly integrate into the insurer's existing claims management system. This agent mirrored the decision-making process of experienced human adjusters, using the same criteria and software tools they typically employed.

The agent's workflow was structured as follows:

1. Intake and classification: The agent received and analyzed new claims, identifying those eligible for automated processing.

2. Automated assessment: The agent applied pre-defined rules and logic to evaluate coverage, liability, and other relevant factors.

3. Decision and action: The agent either automatically processed and approved straightforward claims, denied claims lacking coverage, or flagged complex or uncertain cases for human review.

To maximize impact, the agent initially focused on claims with the following characteristics: clear coverage and liability with no suspicion of fraud or legal concerns; claims involving only two parties; and claims falling below a specific monetary threshold.

Transformative Results: Speed, Efficiency, and Happy Customers

• 91% of Eligible Claims Automated: The AI agent effortlessly handled thousands of routine motor claims each month, freeing claims adjusters to concentrate on nuanced cases requiring their expertise.

• 46% Faster Processing: Automated claims were processed significantly faster, drastically reducing the time customers waited for resolution.

• 9% NPS Boost: The combination of faster turnaround times and consistent decision-making resulted in a noticeable increase in customer satisfaction, as measured by NPS.

Conclusion

Beam's AI-powered claims decisioning solution has revolutionized the way our client handles motor claims. By automating routine tasks, streamlining operations, and enhancing customer experiences, our solution enables insurers to achieve greater efficiency, cost savings, and improved customer loyalty.

Ready to optimize your claims processing? Book a call to explore how Beam's AI agents can transform your operations and unlock new levels of productivity.