How AI solutions are transforming claims operations for a better future in insurance
Shaping the evolution of decision-making with Agentic AI and Generative AI
Tokio Marine & Nichido Fire Insurance Co., Ltd. accurately understands the risks and challenges facing society and provides the optimal insurance and services from the customer’s perspective. To ensure the stable delivery of “fast and appropriate claims payments,” including during disasters, the company introduced Shift Technology’s AI solution. We spoke with them about the background, implementation process, and results of this initiative.
Initial challenges
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Even in large-scale, wide-area disaster situations, the company wanted to balance rapid claims response with consistent service quality.
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In particular, for the review of damage photos and estimates, the company wanted to standardize evaluation criteria to improve decision consistency and achieve more stable operations.
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The company also wanted to efficiently detect suspicious claims, especially fraudulent claims that tend to increase during large-scale disasters.
Impact after Introducing the AI solution
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The process of comparing multiple sources of information and making assessments became more efficient.
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The company moved closer to a system that controls variation in detection and enables more standardized operations.
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The solution highlights key points to check from the perspective of consistency across estimates, damage photos, and claim statements, thereby improving the efficiency of claim handlers’ review work.
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As a result, the company moved closer to a setup that enables both rapid response and consistent quality, even in the event of a large-scale disaster.
