Scottish Widows has partnered with insurance automation specialist Sprout.ai in a pilot project aimed at speeding up claims and underwriting using artificial intelligence (AI).
The trial, which incorporates natural language processing (NLP), will focus on automating key parts of the claims journey by reducing processing times and simplifying complex medical documentation.
Underwriters will also be supported with AI-powered summaries of extensive medical files, enabling faster and more accurate decision-making.
Scottish Widows said the partnership could ultimately improve the experience for thousands of customers across the UK, with automation used to enhance both speed and service quality in claims handling.
Roi Amir, CEO of Sprout.ai, said: “The insurance industry is on the brink of a technological transformation, and AI is at the heart of it.
“By working with Scottish Widows, we have the opportunity to prove that automation isn’t just about efficiency – it’s about delivering better outcomes for customers.”
David Russell, senior manager for claims and underwriting strategy at Scottish Widows, added: “We know making a claim can be stressful, so we’re dedicated to processing them quickly and smoothly.
“By partnering with Sprout.ai, we’re using cutting-edge AI and NLP to free up our claims handlers, allowing them to focus on delivering empathetic support to customers.”
The pilot forms part of Scottish Widows’ broader strategy to embrace digital innovation and enhance service delivery across its protection business.
