American Family integrates AI into claims settlement

American Family integrates AI into claims settlement

Leading P&C insurer American Family Insurance is partnering with applied artificial intelligence company Tractable to increase efficiency and consistency in the review of subrogation auto damage via photos.

Tractable’s AI solutions will be integrated across all American Family Insurance claims services (AFICS) as part of the inbound subrogation settlement process. The AI will review requests made by one insurance carrier to another for faster and better alignment between parties.

The move makes American Family one of the earliest private passenger auto insurance carriers in the US to apply Tractable’s AI to claims.

“We use technology to create efficiencies that result in our team members having more time and emotional bandwidth to be there for our customers like never before,” said chief claims officer Chris Conti. “Consolidating subrogation efforts is an important step toward reallocating our focus to creating better customer experiences.”

The partnership stemmed from the AFICS 2021 Innovation Lab, an American Family-led event created to shape the future of loss support.

“We designed the 2021 Innovation Lab to evolve past collaboration to a place where companies with shared objectives could co-create opportunities to increase the tangible value we provide to customers…. Our aim is to cultivate partnerships with those best suited to deliver value in all stages of the claim,” said enterprise claims strategy associate vice president Gwen Olson.

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