Automatic payment in a digital claims process Qorus Innovation in Insurance Awards 2021

Compensa TU S.A. VIG is an insurance company with almost 30 years of experience on the Polish market. Over the years, our company has been growing within the Vienna Insurance Group. Thanks to our Shareholders' know-how and our clear strategy focused on high quality insurance products , we are one of the fastest growing Polish insurers. Between 2017 and 2020, we implemented a comprehensive digital claims process. As part of the proposed tools we can expose: • AI-based automation in the selection of the claim method allowing to determine the best claim path with the highest probability of acceptance for the customer. • application for self-loss adjustment, including a unique solution allowing for valuation of home movables • an application for conducting video and photo inspections by appraisers • a number of functionalities designed to optimize the work of the liquidator: automatic dispatch of correspondence with handling of reminders, automatic control of data used to establish liability in principle, application for the perpetrator automating receipt of confirmation of liability, automated process for receiving police notes, automatic update of the damage reserve. This reached its peak in December 2020 when we implemented a number of innovative functionalities, in particular the introduction of automatic claims payment. Thanks to these actions, Each client is treated individually, and the proposed liquidation method is adjusted to their needs. When developing the automatic payment of claims, we were guided by the following objectives: • improving the customer experience and responding to their changing needs • optimisation of the claims handling process and shortening of the claim payment time • automate through digital tools, leading to a release of resources and speeding up repetitive tasks • promotion of an innovative organisational culture The scope of the digital loss adjustment process is wide and touches upon the most relevant activities in an insurance company. In particular, we would like to draw attention to automatic payment and the range of functionalities that are associated with it.