Michel Andignac: “We want to provide the best service and satisfy our customers by offering them a quick, seamless and simplified solution in line with their digital habits”

Michel Andignac: “In 2018, La Banque Postale Assurances IARD and Shift Technology jointly developed a fraud detection tool based on artificial intelligence, which delivered compelling results after three years in use. Encouraged by the success of this partnership, we choose to continue with Shift, a company with proven expertise in supporting claims automation initiatives, to develop this new solution. Shift Technology was able to meet our requirement of combining customer experience with employee expertise by developing a tool able to track a claim’s life cycle across all channels. Our expert advisers can step in at any time to provide support to the customer no matter the advancement online of the claims submission.” 

Michel Andignac: “Enhancing the customer experience in no way means eliminating the human dimension – far from it. With the implementation of Shift’s solution, our claims management advisers have become more efficient because they can concentrate on more complex requirements and provide better customer support. As we all know, an insurance claim can be a difficult time for a customer, and it is precisely at this moment that we can make a difference. Obviously, claim settlement solutions must be simple, clear and rapidly implemented. But the customers need to feel they are receiving support every step of the process, either through information they can access independently or by continuous access to a customer adviser. This is exactly what we have accomplished.

I am proud La Banque Postale Assurances IARD is the first insurer to partner with Shift Technology to develop such a complete solution: it includes technical analysis and 100% automated solutions combined with the option to be contacted by an experienced adviser at any moment in the claim statement process.”

Jérémy Jawish: “That’s right. Machine learning is involved in all three phases of product development. Firstly, during the configuration phase, when we set up a number of workshops for the purpose of better calibrating the solution. Typically, we adjust our loss compensation thresholds to those of La Banque Postale Assurances IARD, once we’ve integrated the APIs. This was followed by a testing phase.  Only once it proved to be successful, we transition to the production phase.

In the next phase, responses proposed by machine are reviewed by claims management advisers. The initial production launch took place under human supervision, which means that we don’t allow the tool to directly offer solutions to policyholders. We let it gather information and then add the results of its decision-making to an evaluation interface. Policyholders will get regular reminders during this phase. The results are reviewed by very experienced claims management advisers. This allows us to measure how relevant they are, which is also referred to as the compliance rate. We then move into automation, but only when this rate is over 92%. We successfully exceeded this threshold within the three months allotted. Throughout this period, we closely monitor the managers’ feedback to optimise the solution. Regular exchanges of ideas are organised with the claims management teams to discuss and interpret this feedback.

The last phase is when there is no more human control. Decisions are no longer reviewed and approved by managers. Instead, we let the solution do its thing. However, the key performance indicators are closely monitored. Through this, we identify a list of improvements and measure their impact on the results.”