NN Group says AI now settles some claims in six minutes

NN  said its Dutch insurance business, Nationale-Nederlanden, is using AI to automate parts of its claims process, enabling some straightforward claims to be assessed and paid in around six minutes without manual intervention.

The insurer developed an in-house AI solution that automates tasks including identifying the cause of damage and determining whether a claim is covered under the policy. The technology is currently used for high-volume, low-complexity claims, such as household damage and broken car windscreens.

According to NN Group, customers are informed when their claim has been handled automatically and can request a manual review if they disagree with the outcome.

The company said claims that fall outside predefined criteria or exhibit unusual patterns are automatically referred to human claims handlers. Complex and potentially fraudulent claims continue to be assessed by employees.

The initiative is part of NN Group’s Future Ready program, a €450 million investment aimed at simplifying operations through data and technology while generating €200 million in annual benefits for the group. NN said it plans to reuse the AI models across additional products and business units.