There once was a time when robotics was seen as a massive threat to insurance professionals – but now the ‘robots’ are working alongside humans to help cut out repetitive tasks.
One insurer that has certainly embraced the tech revolution is QBE, which reports it is now on track to hit 30,000 tasks per week using its robotics processing capabilities. By the end of the year, it hopes to have 45 ‘robots’ in place across its European division – helping it complete twice the number of tasks compared to the end of 2019.
“This is a rapidly changing area, where we continue to smash our own targets in our drive to be a data driven customer-centric organisation,” said Mike East, QBE claims director. “Robotics is the start of our ‘bionic’ claims journey, where we look to combine technology and people to deliver a truly exceptional claims service.”
Each ‘robot’ is created in-house to complete essential tasks including populating forms, collating data, searching and setting up claims. Now, for the remainder of the year, QBE will invest in its capabilities to include UK motor first notice of loss, personal injury claims and motor damage.
“Just as we are investing in our technological abilities, we are also investing in our people capabilities, expanding our local claims teams, as we believe the best claims service requires a human touch,” added East. “This is not about replacing people with robots, it’s about leveraging technology to free our experts up to do more for our customers.”