Digital where possible, personal where it matters: using AI to manage claims
When something unexpected happens, people expect a clear answer from their insurer – quickly. Whether it’s damage to their house or car, a delay in getting an answer can add stress at an already difficult moment. Our Dutch business, Nationale‑Nederlanden, has begun using artificial intelligence (AI) to speed up how certain claims are handled and provide customers with a quicker, smoother service.
Making claims faster and simpler
Traditionally, processing an insurance claim involved several manual steps. This could slow down decision-making, especially when large volumes of claims needed to be handled at the same time. Seeing a clear opportunity to improve, NN Group launched an initiative using AI to make the claims process faster and more efficient.
‘Several years ago, we began exploring how data science and AI could help us better serve our customers and improve efficiency across the business,’ said Tjerrie Smit, chief analytics officer at NN Group. ‘The claims handling process at our Dutch non-life business stood out as being a particularly strong opportunity to apply AI – both to accelerate how quickly we can support customers and streamline the way certain claims were managed.’
The team began developing its own specialised AI-driven solution to automate several aspects of the claims process. As a result, many steps that were previously handled manually – such as flagging the cause of the damage cause and checking whether the damage is covered by the policy – are now carried out automatically by AI agents.
This has significantly reduced the turnaround time for certain types of high-volume, low-complexity claims, such as those related to household damage or a broken car windscreen. ‘Some claims can now be processed and paid out in around six minutes, with no manual handling required,’ said Remco de Mol, senior manager of Nationale‑Nederlanden’s Data and AI Hub. ‘Customers are always informed when their claim has been handled automatically and can easily request a review if needed.’
Prudent application
At the same time, we always apply AI carefully. NN’s AI policy and ethics framework help guide this, supporting our aim to use AI in a responsible, transparent and fair way. As part of this approach, NN Group’s team of data scientists spends a great deal of time and effort developing our AI models. ‘A large part of our work focuses on testing the model, ensuring it is safe and produces accurate results, complies with legal obligations, and operates within clear guardrails,’ said de Mol.
The system also recognises when it needs help: claims that fall outside predefined criteria or that show unusual patterns, for example, are automatically flagged by the AI to be assessed by a claims handler. This means complex or potentially fraudulent cases are assessed by experienced colleagues, combining the efficiency of technology with human judgement.
‘We always have colleagues in the loop where needed. Our model is digital where possible, and personal where it matters,’ adds de Mol.
Driving efficiency and transformation
Beyond improving the experience for customers, this application of AI is already helping the business operate more efficiently. By reducing manual handling, Nationale‑Nederlanden can process a higher volume of claims more quickly, consistently and at a lower cost. Automating repetitive tasks also allows claims specialists to focus on instances such as complex claims or situations that require personal contact with customers.
The project is part of NN Group’s wider Future Ready programme, which focuses on using data and technology to make services simpler, faster and more accessible for customers. The Future Ready programme is built upon an initial investment of €450 million and aims to generate €200 million per year in overall benefits for the group.
This claims project is just the beginning. ‘Our focus is on building re-usable models, so that we can quickly scale them across other products and businesses. Our success in one place can serve as a blueprint for what we can achieve next,’ added Smit.
A smarter way to support everyday life
For customers, the impact is already clear. Claims are handled faster, communication is simpler, and there is less uncertainty during difficult moments. By combining technology with a strong focus on customers’ needs, we are showing how innovation can improve everyday experiences – not by adding complexity, but by taking it away.