AI Powered Digital Claims

Leveraging Salesforce & Amazon AWS to Bring New Differentiated Solutions to Market.

Project Background

This project leveraged the expertise of Accenture and capabilities of AWS & Salesforce to help insurance clients accelerate cloud transformation and unlock growth innovation through cloud-based AI &​ Data transformations, with personalized digital experiences for their customers. This new service offering reimagined the digital claim process for auto insurance, by putting the customer at the center and providing a new end-to-end experience that integrates various parties through a digital platform.

The ISV strategy is to develop differentiated offerings with select ISVs that combine the best technologies, capabilities, and thought leadership between our ISV partners, AWS, and Accenture to build and scale solutions across functional / industry value chains.

AI Powered Digital Claims

Research & Process:

  1. Insurance Market Analysis

  2. Identification of Trends & Drivers in the Industry

  3. Established Value Pools for Growth and Cost Savings

  4. Concept Development - First Notice of Loss (FNOL) Digital Claims

  5. Creation of Technical Architecture

What If …

You could provide an End-to-End customer experience that seamlessly integrates various parties and centers the customer at the core though a digital platform while reducing operating cost and increasing efficiency?

First Notice of Loss (FNOL)

Crash Detection

Proactive risk mitigation using event identification from the user's mobile device and signaled to claims central.

Proactive Contact

Insurer activates the chatbot for immediate post-accident actions support.

Digital Assistance

Upon confirmation of the accident, the insured can request direct engagement of medical assistance or to reach out to an emergency contact. Once safety is confirmed, insured is prompted to gather all critical details and data for accurate claims processing. In addition, the digital assistant can directly link the insured with ancillary services (e.g., tow truck, car repair, rental car booking,) if needed via chat or phone. 

Pre-population of digital accident forms extracted through photos and documents gathered at the site.

Key Features

Digital Claim Submission

  • Accurately documented & recorded details for claim requirements

  • AI review & analysis of claim & account profile for risk assessment

Automated Analysis 

  • FNOL data collected from user

  • Policy and Claims center data

Automated Claims Management

  • Automatic data entry into the company's claims system

  • Automatic assignment for Claims specialist based on claim litigation propensity

Claims Intelligence Hub

  • Damage evaluation powered by ML

  • Litigation propensity

  • Automated fraud detection & estimation

Business & User Value

Cycle Time reduced (20-50%)

Workforce Reduction (15-30%)

Inbound calls reduced due to digital containment (25-40% savings)

Workforce Productivity increased (2-3x)

Average Claims cost reduction (up to 12%)

Fraud prevention ratio improvement (up to 50%)

60% Reduced time to proficiency for claim handlers

Step by step, seamless & centralized experience

Confidence & security of required information collected for claims approval

Convenience of all-in-one claims experience

Cycle Time reduced (20-50%)