AXA UK is paving the way for a smoother motor claims process by piloting Repair or Replace Intelligence (RoRI) at its office in Ipswich, with plans to integrate the machine-learning tool into the Guidewire software used by AXA Claims later this year.
Designed to support claims handlers in making quicker and more accurate decisions, RoRI captures relevant data from phone conversations to assess how much it would cost to fix the vehicle and how much it would cost to write it off. Based on an ensemble of predictive models, the right decision can be arrived at as soon as the claim is notified.
“For a car owner, it can be frustrating to wait for your vehicle to be repaired only to find out later that it actually needs to be written off,” said claims analytics head Michael Calvert.
“We want our customers to have a smooth claims journey. The best way to do that is to innovate and to support our employees. By giving them this machine learning tool, we trust they’ll be able to reach the right decision more quickly.”
The RoRI pilot began yesterday (February 10).
Commenting on the initiative, executive managing director for claims Waseem Malik stated: “Claims analytics is at the centre of our business strategy, which relies on data-driven insights. Our ambition is to have seamless interactions with our customers. We believe that by empowering our people through technology, we will get closer to our customers.”