AI at Helvetia: innovation, benefits and use cases.
Artificial intelligence (AI) has revolutionised the insurance sector for the benefit of customers with significant improvements in terms of both operating efficiency and service quality. Customer proximity and response times have now reached an unprecedented level. Thanks to the use of smart systems, it is now possible to offer rapid and tailored solutions. This allows us to anticipate the needs of our policyholders and improve their satisfaction.
Text Luca Ferrario and Pietro Mattavelli Photos provided
At Helvetia Italy, AI has progressed from being deployed as part of experimental projects to become a key technology in the area of claims management. The solutions automate complex and repetitive tasks, cut processing times and make the results even more accurate. However, alongside the undisputed operating benefits it brings, the introduction of AI is also associated with a number of challenges. These include, among others, the necessity to ensure solid governance and guarantee transparency and security with respect to the processed data.
The following examples show how AI is utilised for claims management.
Automated mailroom for claims
Helvetia has implemented a system to automate its mailroom with the objective of being able to process the receipt and classification of documents such as certified e-mails and regular post on a fully automated basis. Thanks to the use of recognition and categorisation algorithms, the AI is able to extract relevant information and forward it to the right recipients. This has led to much enhanced processing times and accuracy and reduced the element of human error.
Automatic opening of claims
The event-driven architecture allows the system to process and analyse the documents received from the mailroom and to decide on the nextbest action, for example opening a claim or assigning a person responsible for settling the claim. This process, which has been made possible by the incorporation of AI elements, drastically cuts processing times and improves efficiency.
Rapid claims settlement
Using AI, it is possible to identify simple claims that can be settled without the involvement of a specialist, thus reducing settlement times. Specialists are now able to focus on more complex cases and resources can be saved.
“Despite advanced automation, at Helvetia we are firmly of the belief that innovation will not replace human work, but rather support it.”
Despite advanced automation, at Helvetia we are firmly of the belief that innovation will not replace human work, but rather support it. AI frees employees from having to perform repetitive tasks that generate little value, meaning they can focus on those tasks that necessitate analytical and interpersonal skills. In everything we do, we always pursue the goal of improving the customer experience and ensuring a human approach at every stage.
Luca Ferrario, Head of Innovation
Luca Ferrario, born in Milan in 1974, has been with Helvetia since 2007. In his hometown, he contributes his expertise in digital transformation and is fluent in both Italian and English.
He began his career with data migration to digital storage media, with a focus on IT security. With ISO 9000 certification and over ten years of leadership experience in the IT Claims department, he has played a significant role in the company’s development. Luca has successfully carried out numerous innovation projects that have propelled Helvetia forward.
In his free time, he enjoys spending time with his family, indulging in good food and wine, and socialising with friends.
Pietro Mattavelli, Head of Claims Operations
Born in the province of Milan in 1973, Pietro Mattavelli has been with Helvetia since 2003. He lives and works in Milan and is fluent in both Italian and English.
As a certified Microsoft Systems Engineer, he brings extensive experience in process re-engineering and automation. His particular interests include new technologies and data analysis, and he has worked in the field of software selection for leading Italian companies.
In his free time, Pietro enjoys fine dining, wine, and spending time with friends, and he has a passion for travel.