Advancing Claim Service A future of Digital Strategy Tokio Marine - PowerPoint PPT Presentation

Advancing Claim Service A future of “Digital Strategy” Tokio Marine & Nichido creates

application and Web RTC Use of digital technology will allow some simpler cases to be resolved online. Best mix of digital technology ■Paper-based administration employee / customer takes time ■ Communication between agent / telephone communicating mainly through ■Difficulty in contacting / (optimal assignment is difficult) ability of employees ■Dependent on experience / (existing method) ■Assuming all manual work Time created and use of AI will facilitate expansion in areas with potential for value provision. and human support will enable more sophisticated response to significant losses and complex accidents. with new Office function ■Manual progress entry / inspection ■Accelerate know-how sharing across all locations troubles ■AI speech recognition to prevent errors and high-performers ■AI resource development to create a model from not being shared ■Know-how including loss prevention is analysis of massive accident data ■Heavy workload on extraction and loss prevention, etc. ■Sufficient time cannot be allocated to to payment ■Automated authorization from decision-making ■AI speech recognition to automate progress entry (manual entry / management) ■Large volume of authorization / decision-making with AI fraud detection video data ■Improve assessment efficiency with adjustment assessment management system ■Determine optimal assessment route with ■Online operation from FNoL to assessment booking ■Full utilization of digital technology with follow-up collaboration with agents ■Propose accident prevention and review of cover of new values including projection and prevention ■Utilize time and data created to shift to provision ■Use tools including chats for easy communication convenience Customers can confirm status online at their ■Push notice on claims progress for customers. ■Expand business areas for ANSHIN 110 ■Automated reenactment of accident with driving / inspection work online resolution of basic claims ■Customer follows automated procedures, allowing remains ■ Large volume of internal administration number of assessments ■ Resources under pressure from huge after event ■ Call center capacity issues immediately work processes ■Difficulty in quantitative evaluation of development ■Time and energy required for resource omissions in advance ■Difficulty in detecting errors and ■Paperless operation ■Extract suspicious cases and support recognition ■Improve loss assessment efficiency with AI image for claims received over the weekend ■Concentration of response on Mondays the phone ■Majority of claims received over How will digital technology change work-style? Future Vision (from 2023) Communication method chosen Current by the customer. Drastic improvement in CX (customer experience) First Notice of Loss Majority of claims are and productivity (FNoL) / received over the phone, Initial Response where customers have to wait for initial response Work with AI and focus on cases that require human engagement Loss Review / Fraud Prevention Basically, all manual work Stress-free communication between all parties Progress Report / Inconvenience / Settlement Negotiation burden of telephone-based communication Basic administration will be eliminated from the front line Internal Administration / Payment Authorization Large burden of voluminous administration Significant increase ¥ in prospective areas of value provision before and after accident Projection & Prevention / Follow-Up Services Quality and quantity must be improved further Prevent errors and troubles, focus more on resource development Errors in resource Resource Development / development / Quality Improvement quality improvement are not permissible, and inspection and management require significant time Provide safety to affected customers as quickly as possible and improve productivity Wide-Area Disaster Response Sudden increase in work volume Difficult to estimate

Door situation. AI AI Panel Accident report can be completed online according to the needs and accident situation of the customer. Personalized graphics enables confirmation of basic items. Use of AI for driving / video data allows smooth interview / understanding of accident Response to routine cases can be Before completed with ANSHIN 110. Change in customer access to initial response at time of accident. Easy online access by the customer. Case manager will have less workload after weekends / holidays with increased online and automated operation and expansion of business area for ANSHIN 110. Introduction of AI will reduce workload for adjusters and case managers. Employees will be able to focus on cases that require human engagement in the area of loss review / fraud prevention, which previously required individual review of large number of cases. AI image recognition to capture / analyze status and level of damage, enabling decision on appropriateness of quote and quote preparation (support). AI fraud detection enables extraction of suspicious cases. Point of review will be clarified to narrow down After on cases requiring human engagement. Backlight FNoL / Initial Response Loss Review / Fraud Prevention Vision for Claims Services Vision for Claims Services 01 02 Projection / FNoL / Loss Review / Progress Report / Internal Administration / Follow-Up Projection / FNoL / Loss Review / Progress Report / Internal Administration / Follow-Up Prevention Fraud Prevention Settlement Negotiation Payment Authorization Services Prevention Initial Response Settlement Negotiation Payment Authorization Services Initial Response Fraud Prevention Communication method chosen by the customer Work with AI and focus Drastic improvement in CX (customer experience) and productivity on cases that require human engagement <Specific Measures> <Specific Measures> Customer makes automated / Expand business area Use of driving / video data AI image recognition AI fraud detection online accident report for ANSHIN 110 Cases pile up Resolved with over weekend ANSHIN 110 Loss review Needs Case Case Case scrutiny A B C Accident Confirm report video completed Video & report Accident report can be completed Simplified process for describing using methods corresponding to difficult accidents for customers. Customers feel safe having partial the needs of the customer. resolution of weekend accidents. Case managers spend less time Support quoting / loss review by adjusters. Significant decrease in phone on telephone interviews. Case managers have reduced Case managers can prioritize fraud prevention. calls for case managers. Adjusters can focus on important cases. workload after weekends / Agents can capture details of the holidays. Report contents immediately Quick agreement and payment. accident for better follow-up. shared with agents.

using chat function. AI speech recognition will automate majority of entry AI AI Telephone-based communication method will change. Customers can confirm claims process and progress and take necessary actions using the smartphone, and communicate with agents and other parties using chat functions. Automated authorization / inspection with AI will reduce workload and mental stress for inspecting employees. Introduction of AI will reduce time spent on routine administration. of customer and counterparty communication record. For routine cases, external ordering / payment as well as internal administration from preparation of authorization documents to insurance payment will be automated. Confirm claims process and progress, take necessary actions. Customers / agents / case managers can communicate Progress Report / Internal Administration / Vision for Claims Services Vision for Claims Services Settlement Negotiation Payment Authorization 03 04 Projection / FNoL / Loss Review / Progress Report / Internal Administration / Follow-Up Projection / FNoL / Loss Review / Progress Report / Internal Administration / Follow-Up Prevention Initial Response Fraud Prevention Payment Authorization Services Prevention Initial Response Fraud Prevention Settlement Negotiation Services Settlement Negotiation Payment Authorization Stress-free communication between Basic administration will be eliminated all parties from the front line <Specific Measures> <Specific Measures> Smart Insurance Claims navi Message board AI speech recognition Automated authorization Confirm progress Routine Customer cases Message board Case manager Agent Case Case Claims process Smart Insurance A B Claims navi Customer Case manager Automated authorization Customer can confirm status of claims and proceed Customers can communicate easily with case with claims process at their convenience. manager using chat function. Reduced burden for case managers by automating Significant decrease in customer phone calls and Case managers can send images and video for clear authorization and documentation for some cases. documentation for case managers. explanation. Significant decrease in administration such as record Managers and KP can be released from large volume preparation / entry for case managers. Administrative matters are explained online, and Agents can have efficient communication with of authorizations and inspections to focus on business agents can focus on addressing customer’s problems. customers and case managers. management.