Suncorp has integrated IBM Watson artificial intelligence technology into its online claims process.

He firm explained that IBM Watson’s natural language classifier analyses customer descriptions of motor vehicle accidents to help better understand their circumstances and confidently determine liability. It enables claims to be lodged, excess paid (or waived based on the decision) and repairs booked within five minutes.

“This technology augments our claim consultant’s knowledge and expertise, providing data-driven insights and instilling greater confidence in our liability decisions,” Suncorp CEO of insurance Gary Dransfield said. “It has also helped us speed the process for our customers, while improving their experience at a time that’s often very stressful.”

Suncorp customers, depending on the complexity or claim details, were originally diverted to a claims consultant for a phone call, who would then use their judgment to make the liability decision.

By integrating IBM Watson, Dransfield said liability decisions consistency was improved, “while establishing a reliable reference point based on a very large history of claims and industry guidelines.” 

“This is a unique application of artificial intelligence that directly impacts the lives of everyday Australians, while helping Suncorp’s team focus their time on the more challenging incidents,” said IBM Australia managing partner Mark Allaby.

Suncorp said it trained Watson to determine liability in motor vehicle accidents using nearly 15,000 de-personalised claim scenarios, in line with guidelines from the Australian Prudential Regulatory Authority (APRA). By the end of the trial period, Watson could accurately determine liability for around 90% of cases.    

The technology is being used across Suncorp’s personal insurance brands including: AAMI, Suncorp, GIO and Bingle.


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