Industry
Insurance
Reinventing the Insurance Industry with a Digital-first Strategy
Highlights
- AmTrust wanted to use AI and automation technologies to deliver comprehensive quotes faster to brokers for Excess and Surplus (E&S) insurance policies.
- TCS provided end-to-end consultation and implementation support to the leading global commercial insurance company, resulting in a new comprehensive E&S clearance process.
- The new AI-driven system and faster clearance process has strengthened relationships between AmTrust’s underwriters and broker partners.
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Overview
AmTrust’s spirit of entrepreneurialism and innovation drives growth
AmTrust Financial Services, Inc. is a global property and casualty insurance company headquartered in New York, NY. It strives to deliver outstanding insurance and risk solutions to its clients and partners through innovation, niche expertise, and unparalleled service.
Challenge
AmTrust’s Excess and Surplus division wanted to use AI to speed up its clearance process.
Main street businesses can have complex insurance needs, so they typically work with a broker to get competitive quotes when looking for policies. To solicit these quotes, brokers will email the small business’ needs to several insurance companies and expect a response in hours. Quotes for non-standard small businesses are handled by AmTrust’s Excess and Surplus (E&S) division and, like most insurance companies, its clearance process was primarily done manually.
AmTrust wanted to use artificial intelligence (AI) and automation technologies to speed up its clearance process and help build stronger relationships with their brokers and partners, as well as current and potential clients.
AmTrust was able to successfully expand their use of AI to their E&S unit working with their longtime technology partner, TCS.
How AmTrust used AI to speed up its E&S clearance
Solution
TCS transforms AmTrust’s clearance process with AI and automation technologies.
Working closely with AmTrust’s Global COO, Ariel Gorelik, and the IT team, TCS conceptualized the solution design, platform choice, and delivered the end-to-end implementation. TCS helped AmTrust navigate the complexity of the business rules and workflows along with the unstructured new business submission process submitted by broker partners. Using a low-code, AI-based automation platform, TCS transformed the entire clearance process, making the transition seamless and the new process more efficient. The solution involves AI based classification, extraction of data from email attachments followed by data validation and automation of clearance process with provision to auto route cases that needed manual intervention. The solution was implemented within 12 weeks, followed by roll out to cover all E&S products.
Now, the new AI-driven solution properly formats data that comes in any shape or form, so it can be extracted and ingested into AmTrust’s technology stack. Once all automations are run, AmTrust underwriter receives an account and shell quote that is ready for customizing to the potential small business’ needs.
With excess and surplus growing more than twice the speed of the entire insurance industry, AmTrust has an extraordinary opportunity. Working with TCS on this inaugural E&S AI project not only helped us set a new standard for clearance processes, but also helped our underwriters strengthen their relationships with broker partners.
Outcome
AmTrust’s first AI implementation for its E&S clearance process was successful across many layers.
- AmTrust’s new automated and AI-driven E&S clearance process has improved the broker experience and created goodwill with independent brokers.
- Through use of automation and AI, turn-around times for initial underwriting response have been reduced from a few days to same/next day. More than 80% of submissions are processed in less than four hours after the broker submits a request for a quote.
- In AmTrust’s E&S space, there has been an increase in quote submission volumes for the last six months. The ratio of the number of quotes issues versus the policies bound has also improved for four out of the last six months.