Artificial Intelligence in the claim handling processes in the Danish insurance industry: Drivers and experienced value

Ada Scupola, Victor Holck Abildgaard, Magnus Zwicky Riddersholm, Federica Auletta

Research output: Contribution to conferenceConference abstract for conferenceResearchpeer-review

Abstract

Artificial intelligence and complementary technologies enable the optimization of increasingly complex processes (Haenlein, and Kaplan, 2019). Based on the analysis conducted by Tricot (2021) for the OECD, the financial and insurance services industry is the third largest sector for artificial intelligence investments in the European Union, representing 16% of the total expenditures. Claims management has also been changing and, by automating claims, insurance firms aim to limit errors, better detect fraud and maximize profit while assisting customers (Dhieb et al., 2020). Given this background, the research question investigated in this paper is: What drives adoption of Artificial Intelligence in the claim handling process in the Danish insurance industry? How is the value generated by such adoption perceived by the insurance companies?
Original languageEnglish
Publication date2022
Publication statusPublished - 2022
Event32nd RESER International Conference - Gustave Eiffel University & GPS, Paris, France
Duration: 8 Dec 202210 Dec 2022

Conference

Conference32nd RESER International Conference
LocationGustave Eiffel University & GPS
Country/TerritoryFrance
CityParis
Period08/12/202210/12/2022

Keywords

  • Artificial Intelligence
  • Insurance Industry
  • Services
  • Claim Handling Process

Cite this