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Dociphi • April 15, 2024

Accuracy and Pace: Driving Operational Efficiency Amid Rising Customer Expectations in Insurance

Historically entrenched in a paper trail of digital and mailed documents, the insurance industry is now embracing a pivotal shift. With the increased usage of AI, it is leading the charge in eradicating process redundancies and adopting innovative technologies. This move not only streamlines operations but also propels the industry to the forefront of digital transformation, setting new benchmarks for efficiency and customer service in an increasingly competitive landscape.

The Advent and Importance of AI in Insurance Businesses

With access to vast amounts of structured and unstructured data in any shape or form, to process, analyze, and act upon, insurance carriers, brokers, and administrators have found in AI, a powerful ally. AI-driven solutions can sift through complex datasets, identify patterns, predict outcomes, and automate mundane tasks, thereby enhancing decision-making and operational efficiencies.

This technological leap is not merely about automation; it's about enabling smarter, more strategic decisions. Generative AI-powered Assistants can process large and complicated policy documents, underwriting manuals and government regulations to summarize and provide quantitative as well as qualitative responses to Underwriter’s queries to expedite the underwriting process. AI-powered analytics can forecast risks more accurately, personalized policies can be crafted using granular data insights, and claims processing can be expedited, offering customers a seamless experience. Moreover, AI's predictive capabilities help in fraud detection, saving millions that otherwise would be lost to deceitful claims. However, as businesses navigate through the complexities of insurance operations across the value chain, two components emerge as crucial to driving success: accuracy and pace.

The Critical Role of Accuracy and Pace

As a highly regulated industry with every decision impacting lives and businesses, accuracy is non-negotiable in the insurance domain. Incorrect analysis can lead to wrong policy pricing, inadequate coverage, incorrect underwriting decisions, or erroneous claims processing. On the other hand, with rising customer expectations, the pace or the speed at which these processes are executed is equally critical. Delays in policy issuance, claims processing, or customer service can lead to dissatisfaction, churn, and lost revenue.

From our past implementation at a large supplemental insurance carrier, leveraging AI has seen a 60% reduction in error rate at an improved pace allowing the processing of 20,000+ Claims a Month. Similarly, by automating the Policy Review Process for a large global broker, we observed a 75% effort reduction bringing down a process that took close to 2 hours and 30 minutes on average down to 43 mins on an average with an accuracy close to 94%.

Dociphi™: Industry-leading Document Processing Accuracy for Lightning-fast Workflows

Enter Dociphi™, a state-of-the-art AI-driven document processing product, designed with the insurance industry's unique needs in mind. Dociphi™ is designed to integrate seamlessly with existing business processes and legacy insurance systems. With proprietary ML models, Dociphi™ offers industry-leading classification, extraction accuracy, and accelerates operations through its patent-pending comparison module without requiring substantial upfront investment.

Key Features and Advantages of Dociphi™

Dociphi™ stands out for its modular design, allowing businesses to customize solutions as per their needs. Without any major Organization Change Management needed, Dociphi™ can be seamlessly configured as part of existing workflows. Its AI-driven models ensure high accuracy in document processing, crucial for tasks such as submission intake for underwriting, policy placement review, claims transformation, and mortgage processing. With Dociphi™, businesses can achieve:

  • Modular Design and Customizability: Tailor Dociphi™ to meet specific business requirements, ensuring a perfect fit for your operational workflows
  • Faster Onboarding and Go-to-Market: Streamline deployment with minimal disruption to existing processes, enabling quicker realization of benefits
  • Minimal CapEx Investment: Leverage flexible payment models to adopt cutting-edge AI technology without significant upfront costs
  • High Accuracy with Template-Free Solution: Achieve over 92% extraction accuracy, even for complex documents, thanks to proprietary ML models.
  • Seamless Integration: Enhance your existing document input channels and core systems with Dociphi™'s easy integration, facilitating smoother operations
  • Gen AI-Powered Assistant (Optional Module): Achieve high accuracy and pace with a Generative AI-powered assistant to help summarize complex documents, answer quantitative as well as qualitative Q/A on the documents and generate document documents such as personalized emails or policy documents while staying within the regulatory boundaries

Key Business Impacts

Dociphi™ drives remarkable business impacts across the insurance value chain with the utmost focus on accuracy & pace. Some key business impacts are:

  • Approximately 92%+ Average Extraction Accuracy: Proprietary ML models handle complex policy documents from top carriers with unparalleled precision
  • 75%+ Effort Reduction: Automate manual tasks for quicker turnaround, significantly reducing operational efforts
  • ~50% Cost Savings: Transform claims processing with AI, slashing costs while improving efficiency
  • Ease of Discrepancy Detection: By leveraging the patent pending compare screen and smart recommender module, Dociphi™ can assist issuers and brokers in identifying invalid submissions upfront resulting in further optimization 
  • Enhanced Customer Satisfaction: Deliver a seamless user experience with an intuitive, interactive UI, improving client retention and satisfaction

Conclusion

As we delve into the transformative impact of AI and machine learning on the insurance industry, it's clear that the future lies in harnessing these technologies to enhance operational efficiency and improve customer satisfaction. Through platforms like Dociphi™, the industry is positioned to automate time-consuming tasks, freeing knowledge workers to focus on critical areas such as risk assessment and claims decisioning. This strategic reallocation of human intellect and AI capabilities not only optimizes processes but also accelerates the delivery of services, thereby redefining the standards of customer experience. In essence, the fusion of AI with human expertise signifies a paradigm shift towards higher productivity and deeper customer connections. As the industry continues to evolve, embracing these innovations is not just a competitive advantage but a necessity for companies aiming to achieve excellence in efficiency, innovation, and customer service.

Contact us here to explore how Dociphi can transform your Insurance Workflows 
Get in touch with our Dociphi team -

Sayantani Chaudhuri - Senior Client Solutions Partner, FSI
Arunima Gautam - Portfolio Leader- GTM and Products Lead, FSI

Written by

Sayantani Chaudhuri

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