Our impact: transformative customer care
For our customers, insurance claims resolution can be as simple as taking a photo of damage to their home or vehicle. After answering basic online questions, they can receive a decision in minutes.
'Our customers can get their money faster – sometimes it’s in their bank account within a matter of minutes.'
Key impacts
40%
of household claims are now settled fully automatically at OHRA, one of our insurance businesses in the Netherlands
8.8 out of 10*
the rating customers awarded OHRA for automated cases (versus 8.7 for manually handled claims)
Data at NN
Reviewing handwritten forms (often created just after a nerve-shattering incident) and lengthy administrative processes – that used to be the norm for insurance claims assessors. It took time and risked inconsistent results.
Today, the same work is processed automatically with straight-through processing’ (STP). For customers, fully automatic claims resolution can be as simple as taking a photo of damage to their home or vehicle, or a screenshot of a vet’s invoice. After answering basic online questions, they can receive a decision in minutes. If something is unclear, customers can still speak to a claims processor, because AI at NN is always backed up with a human-in-the-loop.
This innovation is part of NN’s Future Ready programme, aimed at improving customer experience, increasing efficiency and driving profitable growth. For customers, the benefits are clear: quick, transparent and fair insurance decisions.