Automation

In the realm of insurance, the concept of Uberrimae Fidae, or Utmost Good Faith, serves as the bedrock of trust and transparency between insurers and policyholders. This principle mandates complete honesty, full disclosure of pertinent information, and unwavering transparency throughout the insurance process.

Essentially, it establishes a framework for mutually beneficial relationships and fair dealings.

However, with the proliferation of customer data, rising incentives for fraud, and increasing market competition, insurers face the challenge of maintaining customer trust while remaining competitive.

This is where blockchain comes into play.

What is blockchain?

Blockchain is a decentralized ledger technology that facilitates secure and transparent recording of transactions across a network of nodes. Each transaction, encapsulated within a “block” is cryptographically linked to its predecessor, forming an immutable chain resistant to retroactive alteration.

This architecture ensures the integrity and transparency of data stored on the blockchain.

While the term has often been associated with cryptocurrencies, this represents only the tip of the iceberg in terms of its potential.

Blockchain in insurance

The integration of blockchain technology into the insurance sector holds immense promise for revolutionizing traditional processes and enhancing operational efficiency. By harnessing blockchain, insurers can streamline various facets of their operations, from policy issuance and claims processing to risk assessment and fraud detection.

The distributed ledger nature of blockchain allows insurers to store immutable and traceable records of customer data, accessible in real-time by various stakeholders.

Additionally, smart contracts enable automation of insurance processes like claim payout, triggering payments automatically when predefined conditions are met. For example, if premiums have been duly paid, and the specified peril conditions have been met, the claim will be paid out automatically.

Applications of blockchain

  • Smart contracts

Smart contracts, imbued with self-executing capabilities and predefined conditions, automate various insurance processes. This includes policy issuance, claims settlement, and premium payments, based on predetermined criteria.

Smart contracts can be implemented on the blockchain and thus allow for a self-serving mechanism requiring little to no supervision.

  • On-demand insurance

Leveraging blockchain, on-demand insurance models offer flexible coverage options that policyholders can activate or deactivate as needed, catering to evolving customer needs and providing personalized insurance solutions.

Take for instance motor coverage that is activated only when the insured alone actively drives his vehicle. Telematic data can be fed in real time into the blockchain allowing for dynamic adjustments to premiums based on usage.

  • Re-insurance

Blockchain facilitates transparent and efficient reinsurance processes by enabling real-time data sharing among insurers and reinsurers. This enhances risk assessment, claims handling, and settlement procedures, resulting in cost savings and operational efficiencies.

  • Health insurance

Blockchain enhances data sharing and management in health insurance by securely storing and accessing medical records. Real-time access to patient records by both healthcare providers and insurers speeds up claims processing and prevents fraud by ensuring data integrity.

  • Legal compliance

Blockchain aids insurers in meeting legal and regulatory obligations by securely storing and sharing customer data for KYC (Know Your Customer) and AML (Anti-Money Laundering) compliance. Moreover, it automates the generation and submission of insurance reports to regulators, ensuring timely reporting.

Final thoughts

The essence of the insurance business lies in trust between key stakeholders. Blockchain enhances this trust by securely storing data, automating processes and reducing risks (fraud).

Ready to streamline your insurance processes and focus exclusively on serving your policyholders? Discover how LenderDock’s innovative Verification-as-a-Service platform can revolutionize your operations and drive cost savings. Embrace the future of insurance today with LenderDock.

As we look ahead to 2024, here is a quick recap of our experience at ITC Vegas 2023.

ITC 2023 in Las Vegas marked a distinct shift in networking dynamics, offering a unique blend of interactions with existing clients, partners, and newfound connections. While familiar technologies and solution providers were present, the influx of new companies and partners signaled the ongoing evolution and innovation within our industry. Here are key highlights from our three-day immersion:

Automation takes center stage

Throughout the event, the resounding theme was automation. Speakers, breakout sessions, and discussions emphasized the imperative to automate tasks and process management across the insurance industry. Technological advancements are enabling increased efficiency, error mitigation, and enhanced customer service. Carriers and providers are fervently pursuing strategies to “do more with less” by streamlining clunky manual workflows.

Modernization imperative

A significant portion of the insurance marketplace appears hesitant to embrace the rapid technological advancements, such as AI, Blockchain, and cloud digitization. Some are adopting a “wait and see” approach, while others cite financial constraints as a barrier to investing in a modern tech stack. Thought leaders unanimously emphasized the urgency to modernize, cautioning against waiting, as customer expectations are evolving rapidly. Within the next five years, failure to deliver a unique and differentiated experience may render companies obsolete.

The rise of AI

AI emerged as the dominant buzzword, featuring prominently in over half of the presentations and discussions. Despite its conceptual integration into various aspects of the insurance business, including underwriting, claims processing, customer service, and risk assessment, there is consensus that widespread adoption will require substantial development, modeling, and regulatory considerations. The prevailing sentiment is that the journey to adopt AI will be more prolonged than initial expectations suggest.

Data is nothing new to the insurance sector. Underwriters and actuaries have been assessing risk and setting prices by analyzing large volumes of data for decades. But as the insurance market develops, artificial intelligence (AI) will play a bigger role in assisting insurers in remaining competitive and meeting changing client demands. Even more opportunities have arisen due to the generative AI models’ recent surge in popularity, such as OpenAI’s ChatGPT. In the following is a high-level summary of the typical insurtech effect areas, highlighting three particular businesses whose products make extensive use of AI.

Emergence of insurtech in the spotlight

Innovations in insurance firms and products that are based on technology have increased rapidly during the last five years. All these developments are referred to as insurtech. By utilizing technological breakthroughs, especially artificial intelligence (AI), insurtech is revolutionizing the traditional insurance industry. They employ AI to improve client satisfaction, optimize workflows, and deliver more individualized services. The following functional domains have been the focus of several of these technologies:

• Enhanced underwriting procedures

• Streamlined claims processing

• Increased policy flexibility and customization

• Preventing fraud

• Enhanced risk management

The insurance sector is adjusting to the world’s constant digitization. This tendency will only continue as more businesses invest in it, as we’ll cover in the sections that follow. It’s fascinating to keep an eye out for developments there.

Kin

Chicago-based Kin is a cutting-edge home insurance provider. The company was established in 2016 with the goal of giving consumers purchasing house insurance a more customized experience. Their platform offers well-informed advice on what insurance coverage is best for each property. Kin analyzes a comprehensive data set comprising over 5,000 factors about each customer and their home before making recommendations. A human underwriter could never match the speed and precision of the quotes generated by Kin’s platform. All of this is made feasible by Kin’s usage of artificial intelligence.

Standard home insurance policies frequently have the flaw of being inflexible, meaning they don’t alter when the cost of materials and houses does. A scenario where the coverage is insufficient to cover the cost of replacement can easily result in underinsurance. This issue is resolved by Kin’s platform, which uses market data and periodic reevaluations of underwritten policies to identify potential issues.

Kin can run a lot leaner as a business, with considerably lower expenses, because it can use its software to optimize many elements of the firm. As a result, Kin can pass along the cost savings to its clients, increasing their competition in the industry.

Clearcover

An auto insurance provider called Clearcover takes great satisfaction in using cutting-edge technology to give its clients the finest possible service. Their exclusive ClearAI AI-based tool forms the basis of their technology. Throughout the company, Clearcover makes extensive use of this tool. In terms of quotation, Clearcover’s platform assists clients in obtaining the appropriate coverage according to their particular needs, much as Kin’s. The capacity of Clearcover to handle claims, however, is where the more amazing functionality resides.

The sophisticated image processing feature of ClearAI enables it to instantly assess if an incident is covered by analyzing photos of a damaged car. The customer might receive an automatic payout from the platform once ClearAI verifies their eligibility. Clearcover may now pay a valid claim in as little as seven minutes after it has been fully processed thanks to these features. However, processing a claim with an insurance company usually takes days.

As an insurance firm, Clearcover gains a great deal from company representatives who are successful in selling their policies. Considering this, they have expanded ClearAI to incorporate lead qualification tools. With so many leads to review, there is a lot of noise. These tools assist agents in sorting through it. They can immediately obtain better-quality leads and have a greater likelihood of client retention.

DAIS

In the InsurTech space, DAIS Technology is finally making waves with UnderwriteGPT, a new product built on generative AI and large language models. No insurance is sold by DAIS. The business created a set of resources that insurance firms can utilize. Their product offers may be enhanced, goods can be introduced to the market faster, and customers will receive an overall better experience thanks to this suite.

Kin and Clearcover notwithstanding, DAIS intends to promote UnderwriteGPT as a mechanism to expedite the underwriting procedure and enhance risk evaluation, culminating in superior policyholder coverage and price. DAIS and The Paladin Group, a top digital brokerage with a focus on transportation and cutting-edge risk management solutions, collaborated to create UnderwriteGPT. Because UnderwriteGPT is still in the early stages of becoming ready for the market, the company has only provided limited information on what it does explicitly.

UnderwriteGPT has been in confidential development for approximately a year, and its public unveiling marks a significant milestone. The solution is expected to revolutionize the way brokerages and insurance companies approach policy underwriting.

Insurtech’s evolution: Navigating tomorrow’s landscape

The insurance industry has seen tremendous transformation in recent years due to the introduction of contemporary technology. Businesses like DAIS Technology, Kin, and Clearcover have been setting the standard for using AI to transform the sector. With technology developing at a never-before-seen rate, the opportunities for creativity are endless. Leaders in the sector aren’t scared to think outside the box, from wearable technology that analyzes health data and modifies premiums accordingly to AI-powered customer support. There are a lot more insurtech innovations to come that will benefit both insurance firms and policyholders.

Think again if you believed that the digital nomad was just a passing fad that would soon fade away. 69% of digital nomads said they intended to maintain their way of life for at least the next two to three years in 2022. This is an increase from 54% in 2021 and 49% in 2020, and the rate is just going up.

Employers understand. With ongoing shortages of competent people, work-from-anywhere employment policies are gradually becoming a mainstream strategy. Companies in talent-shortage hot regions are rated highest in the world when it comes to remote and flexible working arrangements, according to a new analysis based on 50,000 global remote job offers.

To realize this new reality, the legacy insurance market still has some catching up to do; most still price mid-term policies as though digital nomads are high-risk drifters. The truth is that these shifting trends have given rise to a brand-new, multi-billion-dollar insurtech potential for the increasing number of digital platforms that are now available to meet the demands of this industry.

The emergence of digital nomad platforms

An estimated 35 million people work remotely as digital nomads, adding $787 billion to the global economy each year. With services in travel, employment, community, and education, the market for platforms serving this economy is huge and expanding quickly.

The effect of the digital nomad way of life on trends in home leasing alone is intriguing from this mix of possibilities. The acceptance of temporary and intermediate agreements is growing in society. A few of the services that are offered alongside Airbnb are those from Housinganywhere, Anyplace, Flatio, Nomad Stays, and Selina. Even platforms that will plan your entire vacation for you exist, such as NomadPass and BoundlessLife.

These platforms now have the option of providing insurance policies that are tailored to the requirements of the nomadic lifestyle in short-term rentals thanks to the quickness and ease of embedded APIs from insurtechs. In this area,  five immediate opportunities have been identified:

Exploring five insurtech avenues tailored for the needs of digital nomads

1. Deposit-free rental insurance

Digital nomads who may only wish to stay for a few months or who are less likely to have the money to fulfill these high demands every time they relocate may be put off by the traditional three-month upfront deposit.

With a level of protection significantly greater than the conventional cash deposit or rent guarantee, rental insurance is a creative method to do away with deposits. It might also be simpler to maintain. Insurtechs can do this through a digital method that enables landlords to provide this option to applicants so they can rent out their houses more rapidly.

2. Coverage for your assets: Property insurance

Renting homes for months at a time is common for digital nomads, who typically stay in them for longer periods than regular visitors. Due to the trend of mid-term rentals, nomads may have greater duty and accountability for the upkeep and quality of the properties they occupy. Furthermore, they are probably storing more expensive personal items at the rental home.

Digital nomads require property insurance that is more suitable for their circumstances because typical tourist plans do not cover these situations. From the standpoint of a landlord, digital nomads can provide new dangers or obligations, such as the possibility of wear and tear from constant use or migration to the building and its belongings.

3. Safeguarding your earnings

The income of digital nomads can be unexpected and unstable because they frequently work as independent contractors or manage their own enterprises. This group may find great appeal in an insurance plan that offers a safety net in the event of contract or income loss.

This product could provide adjustable premiums like pay-as-you-go rates based on real earnings or project-based premiums related to certain contracts to accommodate variable income streams. These methods can make it possible for digital nomads to match their insurance costs with their income, making insurance more affordable and guaranteeing they are adequately covered both during successful and difficult times.

4. Securing remote work environments

This would include any occurrences like equipment theft or damage, cyberattacks, or data loss that could limit a digital nomad’s capacity to work remotely. Additionally, it can include paying for unforeseen expenses that might arise, such as quickly securing new employment.

It is advisable to provide covering for costs associated with moving to a new workspace, such as temporary co-working space rents, internet access options, or travel costs. Insurance plans can give digital nomads peace of mind and financial security in the event of unanticipated setbacks by providing thorough coverage for both the logistical and physical components of remote employment.

5. Insurance for cancellations

A host who provides insurance to cover cancellations or short trips is preferred by many guests. The benefits accrue to both parties: guests gain the certainty that they won’t be charged if their plans change, while hosts get to see some cash if their guests change their minds.

Platforms may provide visitors with cancellation and interruption insurance as an add-on service even if hosts do not include it in their offering. In my experience, nomads have a natural desire to move around and may try to extend or shorten their stays as necessary.

With their ability to leverage AI and data analytics, insurtechs may potentially have an inherent edge in any situation. In several businesses, affiliate partnership programs now make up a sizable portion of what is being offered as additional services. Additionally, embedded APIs have made it quick and easy. There is still room for growth in the mid-term insurance market for digital nomads, where specialized platforms may provide customers additional service advantages.

Digital transformation has improved procedures from quotation through coverage administration in the property and casualty insurance industry. With an omnichannel approach to customer service and other aspects of business, this digital revolution is accelerating as we look ahead to 2024.

In fact, in order to maintain their competitiveness, insurers of all sizes are using adaptable, sustainable solutions. These five cutting-edge technological trends, which we’ll discuss in Part One, are now strategic necessities for insurers that want to get the upper hand.

1. Anticipatory Data Analysis

Predictive analytics is widely used by insurers to acquire a variety of data for client behavior analysis and forecasting. There are new uses for it, though, which can improve the accuracy of the data.

In 2023 and 2024, insurance companies can use predictive analytics for:

  • Risk selection and pricing
  • Recognizing customers who might cancel
  • Identifying fraud risk
  • Classifying claims
  • Detecting erroneous claims
  • Recognizing trends

Numerous Property and Casualty insurance companies have seen increased accuracy and increased revenue after adopting predictive modeling methodologies. According to research done by McKinsey & Company in 2023, the top four performers in EMEA in 2022 had an operating profit increase of 10–25% because of the use of predictive analytics.

Additionally, it is anticipated that this influence would increase during the next two years. It’s important to note that numerous businesses believe predictive analytics will increase their operating earnings by over 25%.

2. Artificial Intelligence (AI)

Artificial intelligence (AI) is becoming widely used, and there are now many AI-capable devices in households all over the world. The use of voice assistant technology in the United States is anticipated to grow steadily over the coming years, according to a Statista estimate. By 2026, it’s expected that the 142 million people who signed up in 2022 will have increased to more than 157 million members. So how can the insurance sector take advantage of this pervasive and available technology?

Customers are particularly on the hunt for tailored experiences when purchasing something as important as P&C insurance. AI allows insurers the ability to create these unique experiences so they can meet the quick-paced demands of modern customers. The key lies in harnessing AI’s abilities to leverage the enormous amounts of consumer data that are already available to create personalized experiences based on a person’s behavior and habits.

In addition, insurers can use AI to speed up the underwriting process and reduce the time it takes to process claims. Additionally, AI helps insurers to access data more quickly, and doing away with human intervention may result in faster, more accurate reporting.

According to a McKinsey & Company analysis, AI might transform the insurance sector by moving it from a “detect and repair” approach to one of “predict and prevent,” which would alter how brokers, customers, and other stakeholders operate. The outcome? enhanced customer experience, better decision-making, increased productivity, and cost savings.

3. Training Machines to Learn

The incorporation of machine learning operations will determine the insurance technology trends of 2023. To maximize the benefits of data-driven analytical tactics, this will require cross-departmental cooperation. The deployment and administration of machine learning (ML) requires a number of different processes and practices, according to Deloitte Insights. The potential of AI may be difficult for organizations to realize without adequate MLOps skills.

Not only can machine learning make claims processing better, but it can also be automated. Digital files that are accessed via the cloud can be examined using pre-programmed algorithms, enhancing processing efficiency. This automated evaluation can affect more than just claims; it can also be applied to risk analysis and policy management.

You don’t want to fall behind when it comes to embracing machine learning skills. All indications are that machine learning will spread throughout the insurance industry. According to a SMA poll, 66% of P&C insurance executives think machine learning will have a significant influence on commercial lines of business while 53% of executives think it would have a significant impact on personal lines.

4. Connecting the World: The Internet of Things (IoT)

The Internet of Things (IoT) can automate much of this data sharing because most consumers are eager to contribute extra personal information if it means getting a better deal on their insurance coverage. When calculating rates, reducing risk, and perhaps preventing losses altogether, insurers can leverage data from Internet of Things (IoT) devices like the numerous smart home components, car sensors, and wearable technology.

P&C insurers simply cannot afford to wait to take use of IoT capabilities, as predictions indicate that the market for IoT insurance will grow to be quite large by 2029. IoT will support other insurance technologies with first-hand data, increasing the accuracy of risk assessment, allowing insureds more power to directly affect the pricing of their policies, and offering insurers the potential to increase accuracy and revenues.

5. The Intersection of Insurance and Technology

The insurtech industry, or more precisely insurtech businesses, makes use of the most recent insurance technologies to save costs for both consumers and insurers, boost operational effectiveness, and enhance the entire customer experience. Insurtech advances the capabilities of existing digital insurance services, which may sound similar to those that have been in use for some time.

The third quarter of 2022 will see the first growth in P&C insurtech funding since the second quarter of 2021, according to a report by Gallagher Re. Over 75% of the entire insurtech investment for Q3 2022 came from the $1.8 billion in funding, which represented a growth of 20% quarter over quarter.

Since 2012, the insurtech market has brought in over $50 billion, reaching its peak in 2021 before tumbling in 2022. The financing split favors P&C insurtechs over their peers in the life, accident, and health sectors by a 60-40 margin.

Look for more ways that technology trends are changing the insurance industry in 2023 beyond in Part Two, coming soon.

LenderDock is pleased to announce the availability of its Simple Verifi™ API service which enables mortgage banks, loan originators and other financial third parties to efficiently and cost effectively verify basic P&C insurance policy-related details both in bulk and in real-time. Lienholders and mortgagees can now leverage the Simple Verifi™ API in order to eliminate the thousands of outbound phone calls, emails and paper mail that are generally required to validate the data on an unlimited number of home, auto and commercial insurance policies.

LenderDock has also developed an enhanced version of the API service called HOI Connex™ which expands on the available verifiable information that is needed. This enables any bank or financial institution the ability to validate a broadened and compliant data set within the policy through an on-demand generation of standard evidence of insurance certificates.

“These new web-services will have an increased and dramatic impact on both the banking and P&C insurance provider communities by supporting an all-digital commitment most have to prioritizing lienholder communication, processes and workflows,” said Frank Eubank, LenderDock’s CEO.

About LenderDock

Headquartered in Salt Lake City, Utah, LenderDock is the leading provider of online Property and Casualty Insurance policy verification and automated lien holder management services. The SaaS platform offers banks, lenders and all financial third parties the ability to electronically verify, manage and update policy-related data in real-time.

With the pervasive need for always being connected and having access to data everywhere, APIs (Application Programming Interfaces) seem to be the de-facto way of sharing this information between systems and users.  The Insurance Industry, although traditionally technologically stagnant or reticent to change, is opening to the fact that facilitating information exchange digitally is the way to go. This article explores how APIs are revolutionizing the insurance sector by facilitating digital information exchange. 

Streamlining Operations

Traditionally, the insurance industry has been burdened with manual and time-consuming processes, leading to inefficiencies and delayed services. APIs offer a solution to automate various tasks and streamline operations. Insurers can integrate APIs with their existing systems, such as policy management, claims processing, and underwriting, to create a cohesive and interconnected ecosystem. This integration enables real-time data synchronization, reducing errors, and eliminating duplicate data entry. 

APIs also enable insurers to connect with external data sources, such as government databases or credit agencies, to verify customer information during the underwriting process. By automating these verification procedures, insurers can accelerate the decision-making process and offer more accurate risk assessments. 

Enhancing Customer Experiences

In the digital age, customers expect seamless and personalized experiences. APIs play a crucial role in meeting these demands by allowing insurers to provide a unified and user-friendly interface across different channels, including websites, mobile apps, and third-party platforms. 

With APIs, insurance companies can offer self-service functionalities to customers, allowing them to access policy information, file claims, and make policy changes effortlessly. Furthermore, APIs facilitate real-time communication, enabling insurers to send policy updates, renewal reminders, and important alerts directly to their customers’ preferred channels. 

By harnessing the power of APIs, insurers can leverage customer data to offer personalized products and services, tailored to everyone’s unique needs and preferences. This level of personalization not only boosts customer satisfaction but also strengthens customer loyalty and retention. 

Enabling Insurtech Collaboration

The rise of insurtech startups has disrupted the traditional insurance landscape. These innovative companies often specialize in niche insurance products and leverage advanced technologies to enhance the customer experience. APIs act as the bridge between traditional insurance incumbents and insurtech disruptors. 

Through open APIs, insurance companies can collaborate with insurtech firms, offering their products and services on digital platforms. This collaboration allows insurers to tap into new markets, attract tech-savvy customers, and stay competitive in an evolving industry. 

Driving Innovation

APIs are at the core of innovation in the insurance sector. They empower insurance companies to experiment with new ideas, develop proof-of-concept projects, and scale successful initiatives rapidly. By opening their data and services through APIs, insurers can foster a developer community that creates innovative solutions and applications on top of their infrastructure. 

Additionally, APIs enable insurers to integrate emerging technologies like Artificial Intelligence (AI), Internet of Things (IoT), and blockchain into their operations. For instance, IoT devices can collect real-time data on insured assets, allowing insurers to offer usage-based insurance policies and adjust premiums based on individual behavior. 

Conclusion

As the insurance industry embraces digital transformation, APIs have emerged as a driving force behind this revolution. By enabling seamless data exchange, streamlining operations, enhancing customer experiences, fostering collaboration with insurtechs, and promoting innovation, APIs have become indispensable tools for insurance companies looking to thrive in a rapidly evolving market. 

As the technology continues to advance, insurance companies must embrace APIs as a strategic imperative, leveraging their potential to stay competitive, deliver value to customers, and capitalize on new business opportunities. The future of the insurance industry lies in harnessing the power of APIs to create a connected and agile ecosystem that meets the ever-changing demands of customers and the market. 


LenderDock Senior Product Manager Brandon Rodak contributed to this article.

Nowadays, there is much discussion surrounding artificial intelligence and its applications. While AI has the potential to enhance time and resource efficiency, it is crucial to consider the consequences of errors or malfunctions related to AI.

The National Alliance for Insurance Education & Research suggests that having liability insurance can help cover potential harm inflicted by an AI software or system.

The industry alliance has raised a question worth considering regarding who should be held responsible for a loss caused partly by AI. They are asking whether the liability should fall on the creators, operators, or users of the AI system.

Important factors to consider:

1. Who might bear potential liability?

In case of an AI-related loss, like losses involving multiple parties (such as building losses with several contractors), it’s crucial to pinpoint all potentially accountable parties. This may refer to all individuals involved in the creation, design, installation, and maintenance of the product or service in question.

The alliance clarifies that liability for software could potentially fall on the developer, manufacturer, operator (whether it’s a business or an individual), or end-user.

2. Evaluate the origin and magnitude of the potential harm.

It’s important to assess all possible scenarios and determine the potential risks associated with AI systems, including damage to property, bodily harm, defamation, and intrusion into private life. This will help make informed decisions about coverage and minimize harm.

The assessment of liability will be complex because the AI system interacts with external technologies and vendors beyond the company’s control.

3. It is essential to remain updated with regulations.

The alliance emphasized that organizations must disclose their methods of collecting and utilizing consumer data, which includes data obtained through AI, in compliance with the EU’s GDPR (General Data Protection Regulation) and CCPA (California Consumer Privacy Act) regulations.

4. Comprehending the concept of “black box” challenges.

According to the National Alliance for Insurance Education & Research, understanding AI can be difficult because of its complex neural connections. To enhance comprehension, insurance risk specialists and AI developers must collaborate.

5. Acknowledge that conventional approaches may fall short.

The alliance stated that a general policy that fits everyone would not be effective for this unpredictable risk. Specific policies will be developed to address concerns related to cyberattacks, intellectual property conflicts, and liability claims resulting from malfunctions of AI systems. These policies will cater to both AI technology providers and users.

Chubb, AXA XL, Zurich, and Alliance are the insurance companies that currently offer liability insurance policies for AI, as stated by the alliance.

Why are insurance companies and brokers being inundated with requests for evidence of homeowner’s insurance?

It is complicated to keep track of homeowners insurance coverage for mortgage loans. This is because mortgage servicers frequently change, which makes it hard for insurers to maintain accurate records. Homeowners may have more than one loan, insurance coverage of different types, and different insurance providers. Specialized risks like flood coverage may be impacted by legal requirements modifications. Sharing insurance data for monitoring purposes currently involves high expenses and long waiting periods. However, automating these information exchanges can improve the overall customer experience and save costs.

The information below explains the technology that is advancing the industry of insurance.

What is the significance of homeowners insurance in the mortgage process?

Having insurance coverage is important when getting a mortgage as the mortgage company wants to protect their financial interest in the property. To do this, they transfer the risk of loss for all the properties they have loans on to a lender-placed insurance provider. The provider needs to monitor homeowners’ insurance coverage to manage their financial exposure.

What is the process for verifying insurance?

To verify insurance, there are different methods available including Electronic Data Interchange (EDI), phone, website, U.S. mail, and email. However, if evidence of insurance is missing, the homeowner, agent, or insurance company of record must be contacted to obtain the information. This can result in a high volume of disruptive phone calls. For example, in 2021, Assurant made 1.9 million calls to agents and carriers to obtain evidence of insurance.

Regarding EDI, what should be considered?

EDI is a popular standard in the industry that allows for batch exchange of information. However, it has not undergone significant changes in the 50 years it has existed. EDI only allows for one-way exchange of information and the process can be problematic due to incomplete coverage and policy number information, making it difficult to verify coverage. Up to 80% of the time, there is missing information that needs validation. Using technology can simplify tedious tasks and enhance the experiences of the agent, policyholder, and carrier by optimizing outdated processes.

Today, is there an improved alternative option available?

The technology based on Application Programming Interfaces (APIs) has effectively simplified the exchange of information. LenderDock has utilized this technology to create their Verifi™ platform, which acts as a connection between systems, removing the need for manual interfaces. This real-time solution offers functions such as easy search and review of policies and updates of mortgagee clauses. As a result, agents and carriers experience fewer complications.

What advantages can be gained?

LenderDock has observed that when a carrier adopts API technology, there is typically a 60-70% decrease in the need for manual data exchanges (like phone calls and paper) within the initial 30 days. The reduction of manual data exchanges can have positive downstream effects, including:

  • An enhanced experience for policyholders
  • Improved precision of data
  • Savings in carrier costs
  • Agents dedicating more time to customer service and less time to insurance verification requests
  • By using less paper, you can feel good about making a positive environmental impact and conserving resources such as trees, water, and electricity.

What are the results for carriers?

“LenderDock has been an absolute game-changer. We’re not only saving thousands of dollars in manual resources but have been able to refocus my entire team’s efforts around our service and client retention goals. It exceeded our highest expectations,” says Debbie England, Manager of Customer Service & Support at Indiana Farm Bureau.

“The amount of calls in our Customer Service Department has decreased by about 40%. The amount of paper changes we receive is almost down to zero after just 8 months with LenderDock,” said Stacey Manzo, AVP Customer Service & Corporate Secretary at The Philadelphia Contributionship.

Learn more about how LenderDock can help your business at lenderdock.com.

To keep up with rapidly advancing technologies and customer expectations, insurance companies must enhance the capabilities of their conversational AI systems.

While chatbots may be confusing and not always helpful, they are still popular among consumers because they are available 24/7. A study has shown that 81% of people prefer self-service options when doing business online.

Although ChatGPT is a promising solution, chatbots are generally not very intelligent. Meeting customer demands will require exploring other methods of enhancing artificial intelligence.

To improve chatbots, your organization should implement three strategies. These strategies can help to increase customer satisfaction, provide more opportunities for business growth, and enhance your reputation.

Assist them in discovering additional solutions

Typically, chatbots have difficulty remembering previous conversations and may not be able to keep up with the context. They rely on a decision tree system that recognizes certain keywords in the user’s input to generate a response, which may not be sufficient. While most customers expect customer service to have access to their previous interactions, only about 15% do.

A major challenge in quickly getting accurate information is connecting the internal record systems that contain valuable data to address customer inquiries and demands. To overcome this, companies can use intelligent process automation to integrate business systems, access important information such as previous orders, payment plans, or insurance claims, and efficiently supply the details through the chat app designed for customer interaction.

Insurance companies offer a chatbot feature that enables users to monitor the status of their insurance claims. Besides, this feature can also assist with more complex inquiries, such as “What are the remaining documents I need to provide?” As chatbots grow more sophisticated, there is an opportunity to combine intelligent automation with conversational AI.

Improve their cognitive skills

If we want to develop a digital assistant that can talk like a human, we need to do more than just connect data to customer chat bubbles. It’s essential to train chatbots to process unstructured data so that they can communicate like humans, rather than forcing humans to communicate like computers.

To enhance enterprise systems, you need expertise in document AI, which can harness capabilities such as intelligent document processing to analyze, interpret, and comprehend unstructured data. This enables you to make better decisions, provide more precise and complete responses to inquiries, and expedite request processing.

Our IDP technology incorporates machine learning to enhance the learning and development of your chatbots over time. By leveraging ML, your customers will avoid repeated frustrations arising from incorrect responses or options. The chatbot stores past conversations and learns from mistakes to make accurate choices in the future. Additionally, these interactions reveal vital information such as customer pain points, leading to improvements in the overall customer experience by evaluating the popularity of services.

Currently, it’s possible to improve your chatbots by adding “brains” through low-code/no-code IDP products. This process doesn’t need significant IT resources and is a simple “plug and play” way to upgrade your digital customer service representative.

Transform them into a detective

Confirming the identity of customers is a major challenge for chatbots. This involves verifying relevant documents like proof of address or identification due to the high rate of identity theft in the United States. However, this verification process should not cause too much inconvenience for users, who may not desire to switch between screens or use a camera to validate their passwords.

AI technology can be used to instantly verify people’s identities by scanning their faces in live videos and photos and comparing them to their official ID photos. This enhances security and improves customer service. Additionally, machine learning technology can quickly identify security issues in documents such as utility bills, tax forms, or earnings statements, making it easy to spot any tampered documents. Gartner predicts that 85% of organizations will use document-centered identity-proofing technology for onboarding procedures by next year. This technology is integrated into your chatbot platform, working like a human brain and quickly adapting to new input, resembling a mini forensics lab.

Get ready to be more personal

According to Forrester analysts, 90% of customer service leaders believe that personalization is essential for the future of automation. Nonetheless, their efforts to transform are being held back by the limitations of current chatbot technology. These leaders acknowledge that improving interactions with digital assistants is crucial as more and more conversations take place online. They also realize that their chatbot must be available constantly across all channels since people now prefer to engage through mobile devices.

OpenAI has released a new chatbot known as ChatGPT, which showcases the capabilities of artificial intelligence in creating personalized experiences. Though there are risks involved, such as potential biases, the technology provides significant benefits to customer interactions. As we previously mentioned, ChatGPT is a highly advanced chatbot that offers sophisticated responses, utilizing AI for optimization. Microsoft is going to add ChatGPT function to its Microsoft 365 suite, connecting it to intelligent document processing. This will improve the chatbot’s capability to comprehend data and offer personalized responses. Right now, ChatGPT requires human oversight for responsible use. However, with additional training and integration with other forms of intelligent automation, it’s expected to change the way chatbots are used in customer service.

To offer an exceptional digital customer experience, utilizing AI-powered technology is essential.