Smart Claims Qorus-NTT DATA Innovation in Insurance Awards 2026

Background

Home insurance claims handling is often slow, fragmented, and resource-intensive. Incomplete information, repeated customer interactions, and manual validation create frustration for customers while increasing operational complexity for claims teams.

With Smart Claims, Sejfa introduces a generative AI–powered conversational interface directly into the claims reporting journey. The objective is to improve the experience at the time of the incident, while simultaneously increasing efficiency and data quality. The AI guides customers through the process and asks relevant follow-up questions. Straightforward claims can be resolved end-to-end, with instant payouts made within the seconds.

UX and AI

Smart Claims is designed as a genuinely human-centred conversational experience — not a chatbot that feels scripted or mechanical. Tone of voice, pacing, and interaction design are carefully calibrated to create trust, clarity, and reassurance in a sensitive moment.

The solution combines generative AI with service design and UX best practices, ensuring that automation enhances rather than replaces human connection. Smart Claims is already used in live claims cases with real customers, proving that AI-driven UX can be warm, intuitive, and operationally effective at scale.

Results

Reduced handling times: Smart Claims captures complete and accurate information from the first interaction.

Improved customer satisfaction: Fewer misunderstandings, no forms, and significantly less waiting.

Lower operational workload: Simple claims are handled fully automatically, including instant payouts.

Smart Claims is more than a technological innovation. It demonstrates how design, AI, and insurance expertise can work together to meet both human needs and business objectives. And this is just the beginning.