Zero-Touch AI Claims Experience Program Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept and Objectives

The project reimagines the insurance claims journey as a customer-first digital experience powered by autonomous AI. Our objective was to completely redesign one of the most complex and emotionally critical journeys in insurance: claims management.

Customers can initiate claims directly through a mobile self-service channel by reporting damage and uploading photos instantly. The system then activates an integrated intelligent processing pipeline.

We developed a Zero-Touch AI Claims Experience model powered by Generative AI, Machine Learning, and RPA technologies.

The goal was to:

• Eliminate manual dependency in standard claims

• Dramatically reduce settlement time

• Deliver a seamless, intuitive, and trust-based experience

• Increase operational efficiency while protecting risk controls

The solution operates as an integrated AI ecosystem:

• Computer vision models calculate damage amounts from uploaded photos

• A Generative AI-powered claims assistant performs contextual review

• RPA autonomously gathers required data from multiple systems

• A fraud ML model evaluates risk probability

• If controls are cleared, payment is executed instantly

All without human intervention in standard scenarios.

Reasons Behind

Claims moments are stressful and define customer trust in insurance.

Previously, the process involved:

• Manual review across multiple systems

• Time-consuming document checks

• High operational workload

• Expert dependency

• Long settlement times

With increasing claims volume and rising digital expectations, the traditional model was no longer sustainable. Instead of incremental improvement, we chose a full redesign of the operating model.

State of Competition

While some insurers offer digital claim notification, end-to-end autonomous claims orchestration remains rare.

In the market, solutions typically:

• Digitize submission

• Partially automate assessment

• Still rely heavily on human review

Our model uniquely integrates:

• AI-based damage estimation

• Generative AI contextual investigation

• RPA-driven cross-system validation

• Fraud scoring

• Automated payment execution

In a single uninterrupted, zero-touch flow.

This represents a first-of-its-kind fully operational autonomous claims model in our market.

Sources of Inspiration

We drew inspiration from:

• Frictionless e-commerce refund experiences

• Real-time digital banking journeys

• AI-driven decision engines in fintech

Our ambition was to elevate insurance claims to the level of seamless financial technology experiences.

Departments Involved

This transformation required strong cross-functional collaboration:

• Claims Operations

• AI & Data Science

• IT & Digital Transformation

• Fraud & Risk Management

• Customer Experience

• Legal & Compliance

The integration of business, technology, and risk governance was a critical success factor.

Main Results So Far

• Claim settlement time reduced from days to minutes

• Significant reduction in manual review workload

• Operational cost efficiency improvements

• Human experts reallocated to complex and strategic cases

• Fraud detection accuracy enhanced

• NPS increased by +10 points

Beyond efficiency, the project strengthened customer trust and reinforced our positioning as a digital innovation leader in insurance.