Tokio Marine Insurance UAE has revolutionized its claims registration process with the implementation of AI-driven document automation technology in collaboration with Kodak Alaris.
The new system has reduced claims processing time by 90 percent, streamlined operations, and significantly improved customer satisfaction. By simplifying the claims process, a traditionally complex part of the insurance journey, the company enhances both operational efficiency and customer experience.
With a legacy of over 144 years, Tokio Marine Insurance UAE has consistently adhered to its principle of ‘QUALITY, ALWAYS’, and this digital transformation initiative further strengthens that commitment. Previously, Tokio Marine Insurance UAE’s claims team processed hundreds of submissions manually each day, especially for car insurance.
Each claim required multiple documents, police reports, Emirates ID, driver’s license, vehicle registration, and the extraction of numerous data points. This manual process, coupled with up to 600 claims daily, placed immense pressure on staff and led to delays and errors. The unprecedented floods of 2024 highlighted the need for a scalable, future-proof solution capable of maintaining high service standards under pressure.
To address these issues, Tokio Marine Insurance UAE has partnered with Kodak Alaris, a leader in document intelligence. The two companies collaborated to design and deploy an AI-enhanced automation solution, utilizing Kodak’s Info Input platform and powered by Microsoft Document AI. The solution was tailored to meet the insurer’s specific needs, starting with a focused proof of concept to ensure effective results.
Since the solution’s deployment, claims processing time has dropped by 90 percent, enabling faster customer communication, often within hours instead of days. The automated platform now handles three times the daily claims volume, and exception handling has decreased by 60 percent due to improved accuracy and validation.
Additionally, the automation system has increased the volume of data captured per claim, providing more insights for decision-making, auditing, and improved pricing models. Tokio Marine Insurance UAE’s partnership with Kodak Alaris serves as a successful example of how AI and automation can solve business challenges while improving customer experience.
