José Luis Abad Garcia, Competence Center Manager Motor, at GrECo Austria shares GrECo’s groundbreaking journey in integrating AI to transform motor insurance claims processing.
In an increasingly digitalised world, artificial intelligence (AI) is gaining importance across all industries, including motor insurance. At GrECo, the potential of this technology was recognised at an early stage, leading to the initiation of a forward-looking project for AI-supported claims processing in the automotive sector in 2023. The aim was to optimise processes, use resources more efficiently, and increase client satisfaction in the long term. In this case study, José Luis Abad Garcia, Competence Center Manager Motor, at GrECo Austria shares GrECo’s groundbreaking journey in integrating AI to transform motor insurance claims processing.
The Origin of the Idea
The initiative to implement a claims AI came from Igor Raicevic, GrECo’s Head of IT. He identified the high burden on employees due to repetitive tasks in claims processing and suggested that they be relieved through intelligent automation. The AI introduced simulates human thinking through machine learning, neural networks, and deep learning, allowing the system to learn from a pool of data, recognise patterns, and make decisions.
The Learning Phase and Integration
The AI was integrated into GrECo’s existing processing system and gained access to email traffic as well as internal data. Over a period of twelve months, the claims tool analysed incoming messages – including handwritten documents – compared them with historical data, and analysed outgoing emails. Additionally, the AI observed the actions of employees, recognised patterns from them, and compared them with data from 25,000 claims per year.
In the subsequent test phase, over 2,000 claims were processed in parallel by the AI and the employees. Deviations were documented and served as a basis for improving the system. Today, AI achieves a very high hit rate, however it is still supplemented by human control to ensure maximum quality for clients.
More Time for the Essentials
The resources freed up by automation are used in a targeted manner to advise clients, ensuring administrative growth and intensifying personal support. The combination of human expertise and AI created a new quality of claims processing: efficient, precise, and customer-centric.
Application Examples of AI in Claims Processing
Result
This introduction of AI at GrECo impressively shows how technology and humans can set new standards in claims processing. While AI takes over repetitive tasks, there is more room for individual advice and personal support – a clear added value for clients and a strategic step towards the future.
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Jose Luis Abad Garcia
Competence Center Manager Motor
T +43 664 888 447 99
