Reliance General Insurance uses Microsoft Azure AI-tech for rapid claim settlement

Reliance General Insurance (RGI), a subsidiary of Reliance Capital, says it has accelerated acceleration to its vehicle claim process by introducing ‘Rapid’ equipped with image analytics powered by Microsoft Azure Cognitive Services and Azure Machine Learning capabilities. The company says this end-to-end solution has helped it to provide a much faster and seamless customer experience while making vehicle claims.

The company says India is one of the world’s largest and fastest-growing auto insurance markets, relies largely on traditional ways to renew policies and process repair claims, which usually required inspectors to physically look over vehicles and assess damages. This leads to a delay in the process of inspection, resulting in keeping the cars and policyholders off the road for longer. To mitigate this challenge, Reliance General Insurance collaborated with Celebal Technologies, a Microsoft partner, to create the new AI solution, which allows customers to buy or renew policies anytime, anywhere.

The new technology uses AI to identify damage from the vehicle image feeds and procures the correct assessment which gets instantly delivered to consumers.  In this process, right from the accident spot, the insured can access Reliance Selfi app to intimate the claim, upload the photos and documents to get the claim registered. Once the claim is generated, the AI tool starts processing and almost instantly generates a provisional repair work order for the customer. It also gives an option to the customer to opt for on-the-spot settlement which can be credited in customers' account immediately.

The insurance company says Rapid brings down the process of claims intimation to claims settlement period, to complete in less than an hour, from an otherwise time-consuming and hassled process that took an average period of 10 to 12 days.

Rakesh Jain, CEO, Reliance General Insurance said, “Introducing this AI-based solution, makes the entire vehicle claims process completely superfast and hassle-free for our customers. This technology brings the much-needed acceleration to more than 60% of claims we receive for our passenger vehicles which have just peripheral damages. With the use of Rapid, a significant decrease in the claim processing time is achieved, which will result in an enhanced customer service experience. This initiative connects well with our brand philosophy ‘Tech + Heart’, offering tech solutions with human touch.”

Venkat Krishnan, executive director, Commercial Partners, Microsoft India said, “Microsoft’s goal is to amplify human ingenuity by making the benefits of AI accessible and valuable to everyone. We are pleased to collaborate with Reliance General Insurance to bring the power of artificial intelligence and its transformative impact to reimagine the experience for their customers. We thank our partner Celebal Technologies for creating the solution, which makes the both the renewal and claims processes agile and more efficient, in a secure and scalable manner.”