Automating Claims in Pet Insurance Qorus Innovation in Insurance Awards 2019

Trupanion is a company providing medical insurance for cats and dogs. Processing health claims in veterinary medicine is uniquely challenging because service providers are independent and there is little or no standardization or coding of services. With revenue growth of 25-30%, automation is necessary for scaling the business. Additionally, we strive to have service providers paid directly rather than having clients pay out of pocket and wait to get reimbursed. With AI-driven automation, we are paying claims in less than 30 seconds directly to the practice, so the client only pays his or her share of the bill. The project was inspired by the analytics team which was searching for efficiencies in the process, and was delivered by a collaboration between IT developers, a dedicated data science team within the business analytics team, and claims leadership. So far, we have paid hundreds of claims in the first 2 weeks of launch after a very smooth deployment to production. Perhaps most importantly, we achieved the key result of enthusiasm from the claims team, rather than fear.