Check for adaptability: how does a solution handle workflow issues?
Another significant challenge for insurers is less to do with the technical brilliance of a solution – it’s whether their employees will be able to use it effectively.
That might sound counterintuitive – after all, if a solution saves time and effort, it stands to reason that it should be of use. But that’s not necessarily the case – as if it disrupts existing workflows too much or fails to integrate with existing back office systems, then it may create more problems than it solves.
So, our other testing tip is to make sure a solution solves the challenges and fits into the workflows of the people who’ll actually be using it. In the case of Tractable, that is often an insurer’s claims handlers.
Why do they matter? Well, in this case, they are the party who presents our technology to the policyholder and says: ‘I’d like you to try this new solution’. And that means if they don’t trust the technology or – worse – don’t know how to use it, they won’t present it well – making it less likely you generate the results you need.
So how do you set yourself up for the best chance of success? Again, in 2021, we carried out a major test of our AI Estimating solution with a European insurer where we processed over 1,000 claims.
We carried out a huge amount of initial work to scope the claims handlers’ needs and what would help them most in their daily operations, and ensured the solution fit into those requirements – helping them understand that it was designed to help them do their jobs better, not create problems.
We also carried out regular check-ins to understand any workflow issues. Through this communication, it became clear that while the AI was performing above the standards anticipated, some claims couldn’t be processed because of internet connectivity issues and outages.
As a result, we quickly built an offline mode for the app, which enabled claims to be put through even if the customer couldn’t get on line immediately. That helped us maintain the levels of processed cases we needed for the insurer to fairly evaluate the technology – again, a result that benefited both parties.
Getting up to speed
It’s great to be able to meet challenging requests, especially when there’s a need to prove the worth of the technology in a market where it hasn’t been tested yet.
However, in areas where the use of Tractable’s AI is now relatively well established, we’re now also seeing a separate trend come into play: companies are seeing the results their rivals are having in market. Consequently, we’re seeing some sizable insurers approach us for an initial small-scale test, be impressed at what they’ve seen, and seek to go straight to full production as quickly as both sides can move forward.
That certainly eases the pressure in terms of creating innovative solutions for intractable problems. However, we’re always happy to let companies test our technology – whether that’s in our well-established auto insurance sector, where we can help insurers accelerate claims at any point of the repair journey, or in our new growth areas – auto inspection, and property claims.
If you think our solutions can help you accelerate accident and disaster recovery, we’d love you to give them a thorough going over. Please reach out at firstname.lastname@example.org
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