Some recent news from The Insurance Emporium proves that AI can really make a difference on claims processing. That means happier customers – and you are keeping up with the competition. Here’s the word;
York-based personal lines insurer, The Insurance Emporium has revealed claims submitted via its digital claims journey are processed approximately 40% faster* than claims submitted through traditional notification routes, following the implementation of AI-powered claims intake technology.
This improvement reflects the combined impact of the business implementing Agentic AI provider, Paperbox’s solution, and the Electronic Notification of Loss (eNOL) solution, provided by Claim Technology.
The initiative was designed to address a common challenge facing insurers; managing claims received through multiple channels while maintaining a consistent customer experience and operational workflow. While digital claims journeys continue to grow in popularity, many customers still submit information via email, often accompanied by claim forms, veterinary reports, photographs and supporting documentation.
Prior to its implementation, the claims admin team were required to manually review incoming emails, identify relevant documentation and extract key information before creating claims within the system. The new solution streamlines this process by automatically analysing claims-related emails and attachments, extracting key data and transferring the information directly into The Insurance Emporium’s claims management system.
The end result? The claims team now spends less time on administrative tasks and more time reviewing and validating claims, helping to improve operational efficiency as well as service standards for policyholders.
The development highlights how insurers are increasingly looking to automation and artificial intelligence to improve operational efficiency, while continuing to support customers who prefer traditional communication methods such as email.
Jordan Brownless, Claims and Customer Experience Manager, The Insurance Emporium commented: “Improving the claims experience remains a key priority for our business. The implementation of Paperbox’s solution has significantly improved the efficiency and consistency of our claims intake process. By reducing manual administration and creating a more streamlined workflow, our team can spend more time focusing on assessing claims and supporting customers.”
The transformation forms part of The Insurance Emporium’s wider commitment to modernising claims operations while allowing customers to communicate through their preferred channels. Rather than forcing policyholders into a single digital pathway, the insurer has focused on creating a more connected and efficient process behind the scenes.
Initially implemented within the insurer’s pet insurance proposition, the solution has now been expanded into additional product lines, including equine and caravan insurance, supporting broader operational transformation across the business.
For further information on The Insurance Emporium’s award-winning insurance, see here: https://www.theinsuranceemporium.co.uk/
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