MS Amlin launches AI-powered claims triage process

MS Amlin launched a new claims triage capability in partnership with Genpact .

The new 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.

Simple claims are outsourced to Genpact’s “dedicated” MS Amlin claims team in Kuala Lumpur, Malaysia, while complex claims are being retained by MS Amlin’s London-based claims team.

“I am delighted this capability has gone live for our Claims team.  As we continue to modernize our business, it is important to improve our operational effectiveness by enhancing efficiency, reducing cost and updating processes to support our profitability.  Working with Genpact to replace time-intensive and complex processes with technology-driven solutions will enhance our financial position without making any compromises to both our underwriting and claims excellence or the service we provide our clients, partners and brokers.” – Alberto Verga, Chief Operating Officer for MS Amlin.