Qorus Innovation in Insurance Awards 2022

“My best claim handler utilizing social style theory and AI” by E.design Insurance (Tokio Marine insurtech insurer)

Submitted by
15/04/2022 Insurance Innovation


E.design Insurance (Tokio Marine insurtech insurer) has launched a new service called " My best claim handler" for our customers to be able to communicate with our staff with as little stress as possible. In the event of an accident, AI assigns the most appropriate person to the customer based on the customer's communication style and the type of accident.

Innovation presentation

Customers who have been involved in an automobile accident are very nervous. The "My best claim handler" service was devised to improve the quality of communication with such customers.

We estimate the customer's communication style (Analyticals, Drivers, Expressives and Amiables) based on the answers to the questionnaire at the time of purchasing insurance, using social style theory.

In the event of an accident, the AI assigns the best claim handler for the customer based on the customer's communication style and the type of accident.

Even in everyday communication, there is a greater or lesser amount of stress and mental tension, such as "the tempo, tone, or feeling of the conversation does not match".

We are convinced that the introduction of this solution will enable smooth communication so that our customers will not feel such stress and anxiety in the process of accident resolution. This service has been available since July 2021, and more than 90% of our customers have given us the highest evaluation in our survey after the accident was resolved.

Uniqueness of the project

Although the social style theory proposed by American industrial psychologists David Merrill and Roger Reid is often used in sales and consulting, E.design Insurance has applied the theory to the AI assignment logic of claim handlers. AI assignment logic has been created by considering not only the compatibility of social style but also the type of car accident.

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