Efficient management of home claims: the innovation that makes the customer autonomous Qorus-NTT DATA Innovation in Insurance Awards 2026

Since 2024, the Kutxabank Group, developed jointly with BDEO, has transformed home claims management with a 100% digital and autonomous model, integrated into its app, which allows customers to register and completely close a claim without calls or additional management.

The project, with more than 9,000 managed claims and 15,000 accesses, has been consolidated as a success story, combining artificial intelligence, automation, automatic payment and real omnichannel to improve customer experience in a tangible way and significantly increase operational efficiency by reducing calls, processing times and internal load.

The solution incorporates advanced artificial intelligence and automation modules that allow damage detection on glass and ceramic hobs from photographs, automatic reading and classification of invoices and estimates, the intelligent association of the claim with meteorological events in the area where the home is located and the automatic assignment of loss adjusters and repairers when necessary. In compensable claims, the system proposes an amount and executes the payment automatically upon acceptance by the customer.

The conversational flow is designed to replicate the process performed by processing agents when they receive a report, focusing on maintaining the same technical rigor in this new channel, as well as the quality of service.

This model demonstrates how innovation can generate real, measurable and tangible impact, as well as generating a twofold benefit, aligning customer satisfaction with operational excellence and workload reduction for the company. And all in a single digital workflow, which is already in production and has proven its impact on customers and operations.