Page 17 - July2017

How and Why More Insurers Are

Turning to Bots

By Denise Johnson

There is also the possibility that an ECU wouldn’t pick
up information on a low impact collision causing minor
bodywork damage, he said. In the case of the video, the
policyholder or claimant may opt out, choosing instead to
speak to a human adjuster.

Some issues Light foresees in the use of adjuster bots
includes whether they can deliver the correct information
and conduct assessments as good or better than a human
adjuster can.

Cammarata said top insurer concerns relating to
chatbots center on legacy systems, their cost and a lack
of knowledge on user expectations which can vary by
demographic.

“Consumers are searching for an experience that gives
them access to information when they want it, how they
want to interact and kind of on their own terms and
timeframe,” said Cammarata.

PointSource uses moderated or remote user focus groups
in specific demographics to help insurers understand their
expectations, he said.
As insurers look to adopt bots for a variety of processes,
they’ll need to allay current employee fears.
“I know some carriers and some claims people…are
worried that these bots are going to take over and there’s
not going to be…a need for them,” said Mortimer. “I totally
disagree with that perspective. These bots take…simple
claims off the hands of the human adjusters, so they can
focus on the claims that need their attention.”

Denise Johnson is editor of ClaimsJournal.com, where this
article originally appeared.

Insurers are encouraged to
examine patterns within their
insurance value chains where

chatbots could be used, such as serving up quick
quotes for sales and distribution,
providing a natural language interface to answer
policy questions and for processing payments.

july 2017 insight 17