MS Amlin launches new AI-powered claims triage process

MS Amlin, the Lloyd’s global (re)insurer, launches of a new claims triage capability, the first in a series of developments originating from a newly formed partnership with Genpact, a global professional services firm focused on delivering outcomes that transform businesses.

The partnership sees Genpact supporting a number of functions to transform MS Amlin’s processes and accelerate its ability to provide leading client service.

The new state-of-the art-triage process embeds an artificial intelligence (AI) model, which assesses and assigns claims based on certain criteria and proprietary scoring algorithms, into MS Amlin’s claims workflow.

Developed between MS Amlin’s Claims team and Genpact, the solution assesses each claim for the degree of qualitative and quantitative complexity, whilst enriching the claims file with data drawn from internal databases, thereby providing claims adjusters with a more complete picture of both client and claim to accelerate the claims process.

The solution was built on Genpact Cora, Genpact’s digital business platform, and uses machine learning to enable constant improvement to the system’s performance as more claims are triaged.

MS Amlin’s clients and brokers will benefit from swifter claims response times whilst also enabling the business to progress its ambitions to enhance its segmented claims resourcing model using Genpact’s dedicated MS Amlin claims team in Kuala Lumpur, Malaysia. Complex claims are being retained by MS Amlin’s London-based claims team.

Genpact will support MS Amlin across a number of teams and services. The partnership commenced earlier this year, and forms part of MS Amlin’s continued transformation to support ongoing profitability, improve operational efficiency and deliver improved client services. 

All developments will be designed to focus MS Amlin’s and Genpact’s knowledge and experience on areas where they can deliver the most effective outcomes for clients and improve the experience of working with, and for, MS Amlin.

MS Amlin Underwriting Limited is a leading global (re)insurer, part of the global top-10 insurance group MS&AD, with operations in the Lloyd’s, UK, Middle East and Asia markets. With a 300-year record, we deliver a quality service for businesses facing the most complex and demanding risks. Our role places us at the forefront of the Property & Casualty, Marine and Reinsurance markets.

Peter Sonner   by Peter Sonner