New AI-driven claims experience for Nordea

Life insurance customers typically contact their insurer when they’re at their most vulnerable. In the case of a disability claim, the insured may need to take extended time off work. Nordea wanted to better serve its customers and reduce the handling time for disability claims. While its existing handling time was on par with the industry—75 days, on average—Nordea knew its customers were unhappy and needed faster service.

Nordea received about 10 new cases per day. With each case requiring several manual steps and sub-activities involving unstructured data and human judgment, the process was inefficient. The insurer knew technology could help improve this process. But instead of trying to automate the existing process, Nordea took a more customer-oriented approach aimed at reinventing its life insurance process to offer instant claims handling.