Tai Chi Claim : An Intuitive, Self-Evolving Claims Experience Platform Qorus-NTT DATA Innovation in Insurance Awards 2026

1. Analysis of the Core Tension

In traditional claims models, corporate risk control requirements and user experience expectations often stand in opposition to each other. This conflict is reflected in cumbersome processes, stringent review standards, and the persistent tension between strict verification requirements and users’ expectations for convenience. At its core, this contradiction represents a long-standing trade-off within insurance services between efficiency and fairness, as well as between security and experience. For users, this trade-off is frequently perceived as uncertainty, friction, and lack of trust at the most critical moment of need.

The Tai Chi philosophy of “Yin–Yang balance” offers a different perspective for resolving this dilemma. Corporate operations and user experience do not follow a simple cause-and-effect relationship; instead, they function as interdependent forces in a dynamic balance.On this basis, the Tai Chi Claim model was developed. By combining digital technologies with philosophical thinking, it redefines the value logic of insurance claims services, shifting the focus from control-driven processes to trust-enabled experiences.

2. Core Value Proposition

The Tai Chi Claim project takes “Instant and Intuitive” as its core objective. It aims to realize bidirectional, collaborative evolution between corporate operations and user experience, upgrading insurance claims from traditional post-event compensation to real-time support.

Addressing four major pain points of traditional claims models—complex processes, cognitive blind spots, data silos, and rigid iteration—the Tai Chi Claim project proposes eight integrated solutions. By leveraging AI technologies to reconstruct the end-to-end claims process, it provides a concrete and transferable reference path for the digital transformation of the insurance industry.

3. Current Achievements

Tai Chi Claim has already achieved measurable and scalable results.

In terms of efficiency, it has realized claims settlement at the level of seconds, significantly reducing users’ waiting time and perceived uncertainty. In the first half of 2025, instant-claim cases accounted for 59% of total volume, with 42% of cases closed within 30 minutes. Some cases were automatically settled in as little as 53 seconds. Overall automation exceeded 60%, while AI claims accuracy reached 96%.

Customers can complete claims with no manual actions required, minimizing cognitive burden at moments of stress. At hospital admission, customers present a commercial insurance QR code to initiate claim reporting; upon discharge, the system automatically retrieves medical data and completes direct settlement. Claims are completed at the point medical treatment concludes, eliminating the need for follow-up actions and reinforcing confidence in the service.

Through bidirectional collaborative evolution, a positive cycle of technology optimization – experience improvement – customer trust and loyalty has been established. Renewal rates increased by 25%, and willingness for secondary referrals rose by 30%. At the same time, continuous user feedback drives model iteration, improving claims model accuracy from 93% to 96% and reducing operating costs by 18% year-on-year. At service boundaries, collaboration between intelligent systems and human agents improves response speed by 60%, ensuring reliability even in complex scenarios.

By delivering efficiency and experience that significantly exceed industry standards, Tai Chi Claim redefines the value of claims services, accelerates the industry’s transition toward real-time support, and enables simultaneous improvements in operational efficiency, customer satisfaction, and long-term trust.