Aflac Takes On Claims Challenges To Scale AI Efforts

Rhea-AI Summary

Aflac, serving over 50 million globally, prioritizes scaling its AI claims automation platform, improving customer experience and operational efficiency post-pandemic. The initiative aims to enhance ease of claims processing, meaning fewer errors and reduced workloads for staff. This allows employees to focus on more complex claims needing personal interaction, particularly in severe health situations. As Aflac advances its AI integration, the company addresses key challenges in claims management, emphasizing the importance of technology in modern insurance services.

Positive

• Scaling AI claims automation enhances customer experience.
• Reduced error rates through rules-based AI improves operational efficiency.
• Allows staff to concentrate on complex claims needing personal touch.

Negative

• None.

Originally published on VentureBeat

NORTHAMPTON, MA / ACCESSWIRE / March 24, 2023 / This article is part of a VB special issue. Read the full series here: The quest for Nirvana: Applying AI at scale.

By Sharon Goldman

For Aflac, which provides supplemental insurance to more than 50 million people worldwide (and is well-known for its duck mascot), delivering AI at scale across the organization has become a top priority since the pandemic.

Scaling the AI platform

Now, Aflac is working to scale its claims automation platform to other types of claims.

"The benefits that the business case has proven are improved customer ease, reducing our pain points through the journey, and increasing our touchless claims, which was a benefit to our internal workforce as well as our claimants," Anderson said.

"Streamlining with a rules-based AI reduces error rates and frees up our resources so they can focus on more critical claims where people may actually need to hear a voice on the other end of the phone, maybe dealing with more severe health-related issues where that personal touch is needed."

Continue reading the full article here.

View additional multimedia and more ESG storytelling from Aflac Incorporated on 3blmedia.com.

Contact Info:
Spokesperson: Aflac Incorporated
Website: https://www.3blmedia.com/profiles/aflac-incorporated
Email: info@3blmedia.com

SOURCE: Aflac Incorporated

View source version on accesswire.com:
https://www.accesswire.com/745623/Aflac-Takes-On-Claims-Challenges-To-Scale-AI-Efforts

FAQ

What is Aflac's recent initiative regarding AI?

Aflac is scaling its AI claims automation platform to improve customer experience and reduce operational errors.

How many customers does Aflac serve worldwide?

Aflac provides supplemental insurance to over 50 million people globally.

What benefits does Aflac expect from its AI claims platform?

Benefits include improved customer ease, reduced error rates, and more staff availability for complex claims.

When did Aflac start focusing on AI at scale?

Aflac prioritized scaling AI efforts significantly after the pandemic.

What is the impact of AI on Aflac's workforce?

AI helps reduce workloads, allowing employees to focus on critical claims requiring personal interaction.