As insurance companies face increasing competition and ever-changing customer demands, they are turning to machine learning for help. Machine learning / AI can be used in a variety of ways to improve insurance operations, from developing new products and services to improving customer experience. It would be helpful for product manager and data science architects to get a good understanding around some of the use cases which can be addressed / automated using machine learning / AI based solutions. In this blog post, we will explore some of the most common insurance machine learning / AI use cases. Stay tuned for future posts that will dive into each of these use cases in more detail!
Current Challenges with Insurance Business
Insurance plays an important role in our lives and is indispensable to both individuals and businesses. It helps us protect ourselves and our loved ones financially in the event of an unforeseen circumstance, such as an accident, injury, or illness. Insurance companies face many challenges in today’s economy. They must manage costs while still providing quality coverage and service to their policyholders. In addition, insurance companies must adapt to the ever-changing needs of their customers and the business landscape.
The following are some of key challenges that insurance companies are facing today:
- Increasing cost of claims: Insurance claims can be defined as the amount of money that an insurance company pays to its policyholders for the covered losses. The cost of insurance claims has been increasing over the years, and this is one of the key challenges faced by insurance companies today. One of the reasons of increasing cost of claims is fraudulent claims. It has been estimated that around $30 billion is lost each year due to fraudulent insurance claims. This is a huge challenge for insurance companies, as it not only affects their bottom line, but also erodes consumer confidence in the industry.
- Lack of customer engagement: Insurance companies have long been struggling with lack of customer engagement. In fact, according to a study by Bain & Company, only 14% of customers are highly engaged with their insurance providers. This low level of engagement results in insurance companies losing out on potential revenue. Moreover, it also makes it difficult for insurance companies to build long-term relationships with their customers.
- High customer churn: Customer churn is another big challenge faced by insurance companies. It has been estimated that the insurance industry’s customer churn rate is as high as 20%. This high churn rate makes it difficult for insurance companies to maintain their profitability and scale their businesses.
- Decreasing premiums: In order to remain competitive, insurance companies are continually pressured to lower premiums. However, decreasing premiums also decreases the revenue that insurance companies bring in.
- Increased regulation: The insurance industry is heavily regulated by both state and federal governments. New regulations can impact everything from how insurance companies do business to what products they can offer.
- Technology advancements: Technology is advancing at a rapid pace and insurance companies must keep up in order to remain relevant. New technologies can help insurance companies become more efficient and improve the customer experience.
- Operational efficiencies: There are several areas such as claims document processing which are done manually and can be improved / automated to achieve high operational efficiencies.
Machine Learning Use Cases for Insurance
The following are some of the Insurance use cases related to the challenges mentioned in the previous section which can be addressed using machine learning:
- Fraud detection: Machine learning can be used to detect insurance fraud. insurance companies can use machine learning algorithms to identify patterns in insurance claims that may be indicative of fraud. This will help insurance companies save money and improve the customer experience by catch fraudulent claims before they are paid out. The challenge with fraud detection of fraudulent claims is that they are often very difficult to identify. This is where machine learning can be extremely valuable, as it can help insurance companies automate the fraud detection process. Insurance companies have past data based on which they can train machine learning models to detect fraudulent insurance claims.
- Loss prevention: In addition to detecting fraud, machine learning can also be used for loss prevention. insurance companies can use machine learning algorithms to identify patterns in customer behavior that may be indicative of a higher risk of filing a claim. By identifying these high-risk customers, insurance companies can take steps to prevent losses before they occur. For example, insurance companies may contact these customers to provide them with information on how to avoid common accidents or claims.
- Customer engagement: Insurance companies can use machine learning to better understand their customers and what they want. Machine learning models can be trained to segment their customers. This will allow insurance companies to better understand their customer base and develop targeted marketing campaigns. In addition, customer segmentation can also help insurance companies identify high-risk customers and take appropriate measures to mitigate the risk.
- Customer churn prevention: Customer churn is defined as the percentage of customers who cancel their insurance policy within a certain period of time. insurance companies can use machine learning to predict which customers are at risk of churning and take steps to prevent them from cancelling their policy. For example, insurance companies may contact these customers to offer them a discount or provide them with information on the benefits of staying with the company. By identifying at-risk customers, insurance companies can take steps to prevent them from leaving such as running targeted marketing campaigns.
- Premium pricing: Insurance companies use premium pricing to determine how much to charge for an insurance policy. Premiums are based on factors such as the type of coverage, the age of the insured, the location of the insured, and the creditworthiness of the insured. Insurance companies can use machine learning to better understand these factors and develop more accurate premium pricing models.
- Claims document classification: Automated claims document classification is the process of automatically categorizing insurance claims documents. This is a critical task in the insurance industry, as it helps insurance companies to route claims to the correct department for processing. Insurance companies can use machine learning algorithms to train models that can automatically classify insurance claims documents. This will help insurance companies to improve their claims processing time and accuracy.
Machine learning / AI can be used in a number of ways to help insurance companies improve their operations. Some of these uses cases include fraud detection, loss prevention, customer engagement, customer churn prevention, premium pricing, and automated claims document classification. Each of these use cases has the potential to help insurance companies save money and improve the customer experience. The machine learning / AI based solutions to address insurance challenges are just a few of the ways that insurance companies can use machine learning to improve their business. If you are an insurance company looking to implement machine learning, I suggest you start with one of these use cases. Machine learning is a powerful tool that can help insurance companies save money, improve the customer experience, and better understand their customers. If you would like to learn more about how your company can benefit from machine learning, please contact us. We would be happy to discuss your specific needs and see how we can help.