QBE North America unveils AI-based customer-communication service

It is designed to help customers easily navigate through the claims process

QBE North America unveils AI-based customer-communication service


By Ryan Smith

QBE North America has announced the availability of artificial intelligence-based services called TextQBE. The company said the services would help enhance conversations with customers during the claims process.

With TextQBE, some customers reporting claims will receive immediate responses from an AI virtual assistant. The assistant will help update and move customers through the claims process, QBE said.

“We know that speed and convenience of communication is 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. “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.”

The platform is a product of insurtech company Hi Marley. QBE is the first carrier to integrate the product with its core insurance system to enhance customers’ claims experience. The insurer is currently expanding its usage of the platform based on initially positive results.

QBE North America said that TextQBE was especially helpful during last year’s California wildfires, during which claims professionals couldn’t reach customers on their landline phones. Through the platform, claims professionals could test customers right away.

“Everything we do is with our customers in mind,” said Eric Sanders, senior vice president of claims. “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.’”

“We are thrilled to work alongside an innovative leader like QBE to integrate our solution with their core claim-handling platform,” said Michael Greene, CEO of Hi Marley. “Their team is helping us push the limits in what artificial intelligence and messaging can do to empower insurers to delight customers. The recent California wildfires were just one example of where we get to come alongside forward-thinking carriers like QBE in taking care of insureds when they need it most.”


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