QBE Uses AI to Accelerate Claims Processing and Improve Customer Experience

Business Goal
Claims processing is one of the most impactful areas for customer satisfaction. QBE wanted to use AI to achieve Straight Through Processing (STP) and improve the customer experience for claims processing.
Challenge
AI models were developed to detect fraudulent claims, perform triage for classifying claims, and perform straight through processing for simple claims. QBE realized they needed automated model operations to ensure the reliability of the model decisioning as well as effectively manage the operational costs.
Solution
QBE used ModelOp Center to automatically deploy, manage, monitor and govern the AI models for claims triage and fraud detection and integrate the model decisions with their claims application for expediting claims processing, while ensuring proper testing for accuracy and governance.
Benefits
  • Continuous monitoring provided accurate, compliant model execution and decisioning
  • Faster claims processing at a lower operational cost
  • Operational transparency for both customers and regulators
  • Improved customer experience
  • Following the success with the STP initiative, the platform is being extended throughout the organizationas the foundation for its enterprise ModelOps capability
Productionizing AI initiatives with ModelOp Center has unlocked enormous potential.”
– Dan Moore, Chief Operating Officer, QBE North America

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