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.

‘The world is changing fast, and one skill set is no longer good for life. To stay successful in the AI-impacted financial sector, we continue to invest in the relevant skills for colleagues.’ 
Hiske Hoekstra, Head of Learning and Talent Development 

There will be two tracks to the employee curriculum. The first will give employees new skills around data and AI that could make them eligible for different work. ‘The world is changing fast, and one skill set is no longer good for life. To stay successful in the AI-impacted financial sector, we continue to invest in the relevant skills for colleagues. Data is everyone’s business.’ The second, the Fundamentals track, will be mandatory except for those who are already data/AI experts, empowering the entire workforce to increase its own, and the organisation’s, efficiency, functionality and impact.

A common language 
An important part of the DLP is to create a common language around data. Collaboration starts with mutual understanding, and the programme enables this by creating a common, Group-wide vocabulary. ‘Our businesses know where the challenges are, and our tech people know what solutions we have in our toolbox. When both talk the same language, there will be fewer roadblocks to change.’ This will not only speed up how we optimise our processes, but also how we act on insights.

ChatGPT 
One part of the programme that is particularly useful is an internal ChatGPT programme which is already used by over 7,000 colleagues to test generative AI. Safe, controlled and fully GDPR-compliant, it is allowing colleagues to use their new tech know-how to test their ideas before our experts take them to the next level. ‘And the great thing is, because this technology is so cool, everyone is keen to get on board.’ 

Insurance Innovators Summit brings together the incumbents and disruptors setting the innovation agenda within the insurance industry. Attendees discuss the most critical issues facing the industry today, such as disruptions in distribution, evolutions in AI, gamification and Web3.

Chief Customer & Commerce Officer, Lieke Luttmer, joined a panel discussion on ‘Putting customer needs first'. Lieke spoke about the role of people and culture challenge in digital transformation, the importance of transparency and “test & learn” culture, and what being a truly customer-centric insurer means.

Also at the event, NN Group's Chief Analytics Officer Tjerrie Smit took part in a fireside chat on ‘Next stage automation'. Tjerrie discussed how generative AI (GenAI) is transforming our day-to-day work and the wider industry, how to create a culture of innovation, and how NN applies GenAI to deliver an excellent experience for customers.

NN Group uses AI across our business units in support of both personal efficiency for our colleagues and in serving our customers. For example, our Fraud Risk Model (FRM) identifies various levels of potential risk for our teams to investigate, and we use ChatGPT to automatically generate summaries of customer service calls, saving valuable time on manual creation.

Read more about how NN uses AI.

Potential for new ventures 

NN Group launched its corporate venture builder NN Ventures in April 2023, to use its existing innovation resources to (co)fund the exploration and development of a small number of new insurtech propositions up to the first significant round of investment (known as Series A). These ventures are designed to operate independently but are complementary to current NN products, therefore helping us to stay relevant for our customers and meet future needs. 

Jeroen Meijers, Head of NN Ventures, reflected on the findings of the report during a panel session at ITC DIA Europe on 29 June. Jeroen said: ‘We've been partnering with insurtechs for many years and tested many ideas, and we've found that the strength comes from leveraging the assets of both the entrepreneurs and the corporate, such as the customer base and distribution capabilities...We've transformed our innovation unit to a venture builder, where we leverage our company's assets from the outset to work on specific themes with a strong business case that solve real problems for our customers.’ 

More key trends in the report 

The report also explains that technologies such as artificial intelligence (AI) are making an impact across different areas such as claims automation, marketing, contract and policy management. Generative AI tools, such as ChatGPT, also open new doors, although it is still unknown which processes will be most affected by them. The most immediate use cases for these AI tools are customer-facing processes (lead generation opportunities, enhanced agents, customer portal, etc.). These applications can also be useful in claims automation and fraud detection, which are some of the ways we use AI at NN.

Insurance plays a key role in both climate change mitigation and adaptation, the most serious global risks today. When it comes to other emerging risks, such as cyber protection, cyber insurance was found to be a crucial factor in the cybersecurity ecosystem and an opportunity for insurtech startups. 

Read more about NN Ventures. 

NN's ambition is to be an industry leader known for customer engagement, talented people and contribution to society. In his session, Tjeerd shared that technology is key to delivering on this vision and it has the potential to solve many challenges in the insurance industry. For example, NN uses ChatGPT to generate summaries of customer service calls, which are usually created manually. By automating this process, our colleagues only need to perform a check, saving them time to focus on helping our customers.  

Another way we are using AI is in fraud risk detection, where our Fraud Risk Model (FRM) identifies various levels of potential risk for our colleagues to investigate. Finally, our Bodily Injury claims division uses machine learning to support claim handlers with lump-sum reserve estimations, as well as ChatGPT to summarise incoming emails, saving essential time on administration. 

Despite the opportunities presented by such technologies, their risks are undeniable, and as such must be addressed with a strong ethical framework. NN has established an ethical framework to put necessary safeguards in place, and uses a closed ChatGPT environment solely for NN colleagues. 

NN is committed to sustainable and ethical use of technology, maintaining the trust of our customers throughout almost 180 years. We believe that with the combination of humans and technology, we can build better decision making and customer experience. 

Read more about customers and distribution.