This month IE takes a look at how data analytics, AI and platforms can all spot trends in claims, which can then save insurers money by offering more accurate pricing. New software features are being added every day, offering insurance brands a huge range of customisation in their dashboards. Let’s dive in;
Here are some thoughts from Steve Molly, Commercial Sales Director at AX;
For a long time, the insurance industry has struggled with inefficiencies in data consolidation, compounded by the fact accident management firms and credit hire companies rely on separate systems. This data fragmentation is one of the biggest challenges in the sector.
Some suppliers in the accident aftercare space claim to offer data consolidation, but their approach typically relies on manual processes, PowerPoint documents and spreadsheets – this leads to inefficiencies, delays and missed opportunities. It also means fleet, supply chain and claims managers are presented with the same pre-packaged reports.
This lack of flexibility means insurers and other businesses struggle to extract the specific insights they need to improve efficiency, reduce costs, and make better decisions when it comes to risk mitigation. Worse still, many providers that position themselves as vertically integrated are unable to support non-fault claims, leaving a critical gap in the insurance supply chain.
With the industry crying out for a digitally-led, agile solution, new thinking is needed to reshape how insurers, accident management firms and credit hire companies utilise and share their data with clients. At the forefront of this transformation is AX, which brings a level of agility, integration, and user experience that traditional competitors simply cannot match. This vertical integration supports every aspect of the process – including the all-important fault and non-fault claims – entirely in-house. This means greater efficiency, faster resolutions, and a seamless customer experience.
Through MAccess, a tailored data consolidation platform that adapts to each client’s needs – not a one-size-fits-all model – AX is harnessing insights across accident management, repair progression and credit hire services that ensure clients see exactly what matters to them.
This data-driven agility is powered by UX-optimised dashboards that don’t just display numbers but deliver real-time, actionable insights and enables smarter, faster decision-making through an intuitive interface.
As the insurance landscape evolves, digital agility is no longer optional –it’s essential. AX isn’t just keeping up with change; it’s driving it.
Meanwhile Arsalan Minhas, (above) AVP Sales Engineering EMEA & APAC at Hyland, has some thoughts on AI as a sifting tool;
Can AI join the dots on streamlined FNOL and triage claims below say 2K, freeing up staff for higher value claims?
“AI is revolutionising claims processing by transforming First Notice of Loss (FNOL) processes and automating the triage of lower-value claims. Traditionally, claims under £2,000 – such as minor car accidents or small property damage – consume significant human resources, despite their routine nature. Automating claims using AI- can streamline this process, freeing up adjusters to focus on more complex, high-value cases.
“Through agentic transformation – where AI agents take on autonomous decision-making roles previously handled by humans – v AI agents can instantly assess claim legitimacy, validate documentation, and recommend next steps in real time. By leveraging unstructured data, AI extracts critical insights from photos, videos, and documents, ensuring a rapid, data-driven decision-making process. This approach eliminates manual bottlenecks and significantly reduces processing times, improving customer satisfaction.
“Hybrid cloud and data federation strategy also allow insurers to integrate disparate data sources – claims histories, policy details, and external databases – without requiring complete system overhauls. AI’s ability to connect fragmented information ensures accurate claim assessments while maintaining compliance.
“Beyond automation, the role of AI agents as co-workers is evolving. Instead of replacing adjusters, AI acts as a frontline triage system, handling straightforward claims while escalating complex cases to human experts. This collaboration enhances efficiency, minimises fraud, and empowers claims teams to prioritise strategic, high-value cases.
“The future of FNOL is not just automation – it’s intelligent, AI-driven transformation. Insurers that embrace this shift will not only reduce costs but also enhance customer trust and operational agility. Those who act now will set themselves apart from the competition, gaining an edge in an industry. The question isn’t whether AI can streamline claims under a certain amount of money – it’s whether insurers can afford not to adopt it.”
BALANCING DATA SHARING WITH PRIVACY
Here are some thoughts from Sarah Vaughan, Founder & Director of Angelica Solutions.
As the name suggests, it is a value chain, although in reality I think this under-plays the complexity of business and ‘value-chains’ are rather value cycles or value ecosystems. Therefore the impact of actions in one area – say underwriting, are naturally felt in another – say claims supply. There are a myriad of examples of this – a motor underwriter expanding into prestige vehicles without a matching repair network will see third-party repair rates increase; increasing excesses leads to increases in third-party, first-report claims;…the list goes on.
The key point here is why this matters – if analysts restrict themselves to identifying business changes from within their piece of the puzzle, we end up ‘fixing’ the wrong problems, inevitably leading to overly complex, sub-optimal products and processes. Analysts must understand all their dependencies and their dependents, build relationships with functions and businesses across the ecosystem and work together to tackle root causes of deviation from plan or sub-par performance”.
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