UAE insurer Tokio Marine calls in AI to cut claims processing

Dubai: AI is now helping out with insurance claims processing. Tokio Marine Insurance UAE is speeded up its claims registration process through a new partnership with Kodak Alaris using the document automation technology.

The insurer has reduced claims processing time by 90% using the new processes.

“Insurance is more than just a policy, it’s a promise,” said Tsuyoshi Yamasaki, General Manager at Tokio Marine Insurance Dubai. “When our customers reach out, they’re often in distress. It’s our job to be there at the time of need.”

Until recently, the claims team at Tokio Marine Insurance UAE manually processed submissions, particularly when it comes to car insurance. Each case required multiple documents - police reports, Emirates ID, driver’s license, vehicle registration - and involved extracting dozens of critical data points, all by hand.

With up to 600 claims arriving daily via email, the workload placed immense pressure on staff and exposed the process to inevitable delays and errors.

“That pressure reached new heights during the unprecedented floods of 2024, which drove claim volumes to record levels across the country,” said a statement.

Now, the automation platform now handles three times the daily claims volume, while exception handling has decreased by 60%.