Media breaks between insurers and reinsurers are bridged, which ultimately benefits the policyholder. In order to identify exclusions in contracts, to check people for health risks or to store claims in a structured way, documents (paper, scan and e-mail) used to be read, checked and typed manually. Thanks to the cooperation with the software company Helm & Nagel GmbH and its artificial intelligence called “Konfuzio”, the incoming data is digitally mapped and automatically processed.
The technology processes documents using a combination of OCR, computer vision and natural language processing, making the content understandable to machines. Deutsche Rück thus understands the content of inquiries, loss reports and reinsurance contracts using the Konfuzio cognitive automation solution. The neural networks of Helm & Nagel GmbH have already learned to understand texts like a human being a thousand times over. These so-called pre-trained models enable Deutsche Rück to train its own AI with a medium double-digit number of documents.
The medical history of an insured person can include various surgery reports, doctor’s letters and test results. The AI never tires of understanding the correspondence, neither in the risk assessment nor in the benefit assessment. This gives the insurer’s examiners structured access to the medical history, which greatly simplifies the work with the documents. The patient file is first categorized by the software in terms of content so that surgical reports, physician’s letters and test results can be sorted by content and time. Then, individual information relevant to the examination is read out. An accuracy of up to 90 % for new documents could be achieved. From individual information such as weight, age and height, the BMI can then be calculated as one of the key figures to be analyzed and viewed over time.
“The health check for BU insurance applications is a process that causes a great deal of uncertainty for the customer, especially due to complex questions,” says Stefan Wittmann (Head of Customer Service Life/Health Deutsche Rück). “We want to take this uncertainty away from the customer by automatically reading the relevant information from submitted documents. As a result, only a few specific questions need to be answered. The customer feels more secure and has a good feeling when signing the contract,” continues Wittmann.
The department trains the AI independently and then processes documents fully automatically – without any programming. But even experienced computer scientists and data scientists can run their own models directly on the platform. Deutsche Rück is constantly extending its digitization lead by training customized AI within a few days. Primary insurers benefit from new customer services combined with standardization and automation of business processes. This in turn enables them to process inquiries more quickly and achieve higher customer satisfaction.
Christopher Helm, founder and CEO of Helm & Nagel: “The real added value of artificial intelligence is that Konfuzio learns independently and improves continuously through human feedback. This makes it possible to sustainably understand and process content in texts, even if the format or formulation changes over time“.
About Deutsche Rückversicherung
Almost 70 years ago, Deutsche Rück began offering reinsurance protection to German public insurers. In 2009, the business area was extended to Europe. In the meantime, Deutsche Rück Group, which includes Zurich-based DR Swiss, writes in the entire European market and in selected international markets. In its home market of Germany, Deutsche Rück today occupies a leading position. The rating agency Standard & Poor’s regularly awards Deutsche Rück an “A+” rating, thus confirming its long-term stable creditworthiness and consistent underwriting policy.
About Helm & Nagel
Helm & Nagel GmbH automates the processing of unstructured data using an artificial intelligence called Konfuzio. With the development and operation of learning systems, the company has gained the trust of international corporations since its foundation in 2016. Confuzio understands and validates information of various documents with precision and turns to humans in case of discrepancies, based on individual specifications. A standardization of data across all formats and an automatic conversion of different inputs into clean, structured outputs is thus achieved. Konfuzio goes beyond a partial automation of processes