InsTech London播客19.索赔方面的创新:Shift,360Globalnet和Previsico

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播客

该播客中有来自三个截然不同的公司的演讲者,他们都提供了解决索赔的解决方案,但是每个公司都处于发展的不同阶段。 3月5日在伦敦举行的创新索赔活动中录制了现场录像,Instech伦敦合伙人Matthew Grant和Robin Merttens作了介绍。

保罗·斯坦利 CEO of 360全球吨(3.40)

杰夫·曼里克斯 and 托马斯·韦尔杜斯科·魏塞尔 from 变速技术 在又筹集了6000万美元的资金后的第二天加入了我们。 (15:10)

阿维·巴鲁克(Avi Baruch) from Previsico, 从拉夫堡大学分拆出来的 预测洪水并使用新技术来帮助减少索赔。 (25:10)

这里 到InsTech London播客19。它也可以在iTunes中获得, Spotify豆豆.

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此播客的字幕

00:01 Matthew Grant: Hello 和 welcome to the InsTech London 播客, this is Matthew Grant, one of the partners at InsTech London, 和 for those of you that don'我们知道,InsTech伦敦是伦敦最大的社区,汇聚了对保险创新感兴趣的人们,我们定期召开会议,会议涉及保险公司,初创公司,技术公司,投资者,专业服务以及两者之间的所有人。本周,我们进行了索赔活动,您'll shortly be hearing 从 some of the speakers we had that evening but before that, a word 从 Robin 和 myself.

00:40 MG:所以Robin,我们将在本周听到我们的索赔事件的亮点。另一个伟大的出席者。对您来说,这次活动有什么亮点?

00:49 Robin Merttens:嗯,我认为这是我们时代的特征,在星期二晚上,您可以让200多人参加索赔事件。从我的角度来看,这是一件大事,能够在这里筹集6,000万欧元并在当天早些时候宣布成立Shift是一件很棒的事情,特别是因为自2017年底以来他们一直是我们的朋友。保罗·斯坦利,我认为他的观点在一天中,当我们听到很多人都在努力的时候,打断索赔变得多么困难。你呢,你感觉如何?

01:21 MG: Yes, I think the surprising thing about claims is, in one sense, this is an area where the market can actually save a lot of money, if it gets it right. A dollar saved in claim, or a pound saved in claims, goes straight to the bottom line. We hear a lot about claims in motor or in personal life, but we'仍然没有听到太多关于商业专业领域的信息。所以我们'重新开始看到更多,但我特别喜欢Previsico,他们有能力监控洪水风险。许多人关注河流洪水或沿海风暴造成的洪水泛滥,但很少有人关注平原地区的洪水以及他们遭受的洪水're able to do is to provide alerts to people about a flood that is coming 和 to help them take some actions to get their possessions out of the way of the flood. So I think they have got some real potential in there.

02:05 RM: I think if we had this thing in one year'到时候,我们会有一大堆人在进行参数索赔,当您听到Shift在谈论他们如何'这些天来,我们已经实现了完全自动化的索赔处理,人们的确能体会到这一部分业务将​​在一两年之内发生根本性的变化。但是后来我've been saying that kind of stuff for years now, no one has taken notice, but I really do believe that.

02:28 MG:是的,您和我趋于领先于趋势,但趋势有时会赶上,但就参数而言,肯定会在今年晚些时候举行一个大型活动。参数化带来了许多应用。因此,您和我正在为MGA举办4月2日的活动,我们该如何与演讲者进行交流?

02:46 RM: Yes so we'重新回到前端和分发。有很多很好的新MGA做着一些非常有趣的事情,所以我们'我会寻找新产品。但最特别的是,这涉及到故事,人们如何将他们的MGA推向市场,他们使用的人,谁构建了技术,如何获得能力。它's mostly about how MGAs are being taken 从 idea to trading 和 who is doing those things in a new 和 exciting way.

03:17 MG: Yes. What'关于MGA的棘手问题是'对于传统上不在保险领域中的组织来说,这是一个机会,可以实际使用其客户及其分销网络进入保险领域,因此我们开始在该领域看到更多。我想我们'明年还会有更多事情发生。好,好吧's transition now to the highlights of the event 从 last week 和 hear 从 our speakers.

03:44 Robin: Let me introduce you to 保罗·斯坦利, he'是360 Globalnet的首席执行官和创始人,他们是理赔技术领域的领导者。他'是一个连续企业家,尽管终生都在从事保险。这不是一个基调。一世'我要问保罗围绕它的一系列问题's like to be in the InsurTech claims space, trying to digitise a world that is difficult to digitise, just to get a perspective 从 Paul on his journey, both as an individual 和 with 360. So Paul, starting off, how on earth did you end up as a claims innovator, it’s not something people choose to do, surely.

04:29 保罗·斯坦利: No, no. I'作为一个相当普通的人,前几天我把自己形容为一个简单的人,但是我总是说,在保险业,您只需要比普通熊稍微好一点,聪明一点,就能成功。大量平均熊,缓慢平均熊。所以,我如何开始做自己的事'我现在所做的一切,要归功于皇家保险公司(Royal Insurance)的帮助,我在阳光下给我提供了每一份工作,还有其他一些工作,使我与BCG,麦肯锡公司一起工作,并在他们即将破产时运行了不可避免的运营改进计划。然后到Direct Line,与Peter Wood一起在Direct Line上获得了很棒的经验,他们让我或多或少做了我喜欢的事情,这最终是我的失败。然后,当他们变得太官僚了,只有140万时,我开始了五项业务中的第一项,但是我告诉你,这是迄今为止最困难的一项。它's got the biggest potential, but it has just felt like pushing a huge boulder up the hill, a $35 million boulder as it turns out.

05:48 Robin: Thank you. So tell the people what 360 does 和 why you think it'在这个领域取得了成功's so difficult to break through in.

05:56 PS:是的,我们花了几年时间才真正弄清我们要做什么。在两年(24个月)之后,我们始终有雄心壮志,以彻底改变索赔的经验。我从事索赔工作已经很长时间了,但我仍然不敢相信对客户而言这真是太麻烦了。

06:21 PS: And I'其实也有来自地狱的主张,所以我可以告诉您...我们要做的是一个完整的数字过程,可以处理任何复杂性和地域的任何主张,'re worldwide. The big thing that we do is hand the power back to business people 从 IT. So we give you a platform with all the digital tools in it, the ability to use video, imagery, self-service for everybody, capacity management of suppliers, manage all your outsources, just link everybody together around one single digital record.

07:00 PS: And it'完全可以由企业用户在桌面上自行配置,这非常庞大。因此,我们对客户说:“我们将权力交还给企业,因此您不会'不再需要它”。因此,我们唯一需要IT部门进行的工作就是将客户连接到Internet,然后我们做其他所有事情。所以'一直是爱的劳动,我们有一些很棒的人,'只是非常困难,需要很多钱,需要大量的耐心,但是我们 're just starting to see the market turn significantly over the last 12 months.

07:42罗宾:那么,索赔方面的创新为什么更加困难?在我看来,所有的钱都将用于产品设计,分销渠道和数据改进。为什么当它是流程中如此重要的一部分时,为什么要减少索偿权,为什么索偿变得如此困难呢?

08:03 PS: I think my mantra is you'我真的必须了解主张才能对其进行更改。有很多东西。当我18岁那年第一次走进理赔部门时,我看到那里的人正在为着数百万英镑的大火烧玻璃,无论它是什么。这些人到底该怎么做?他们必须有行星大小的大脑。而且你意识到他们实际上'重新死记硬背。那里没有很多原创思想。有很多人只是满足于工作和回家。足够公平,但我不知道'不知道,我想你们大多数人'd be like me, I'我对做任何事情都不感兴趣,除非我能做到最好,也能做到最好。如果我们在这里,我们到底在做什么?'不尝试这样做吗?所以我认为's around the fact that you need to really understand it to change it.

09:00 PS: We'不是科技公司,我们'由保险人员组成,仅靠几次幸运的休息……好吧,有时候,您必须本着直觉来做出决定。因此,我在2012年收入前收购了一家澳大利亚初创公司,但我是从经营它的人,首席建筑师那里买来的,而他又是另一回事。他'不是最容易管理的,但是他'太棒了。我们之所以做我们的工作,原因之一是因为我们在岸上进行所有开发,每个人都被公司雇用,全部在岸上,与开发人员的关系非常密切,我们'基本上是拥有一些非常聪明的技术专家的保险人员。但是,您需要了解,任何认为自己可以在保险中赚钱的人都可能会倾向于使用互联网,分销模式等等。但是如果你'要在索赔中做任何事情,你'我真的要知道你'在开始之前在做,否则你'll fail.

10:09 Robin: 我不't want to impune any of our start-up friends. But is that why start-ups have not made the same impact in claims as they have perhaps in the front end of the business 和 around the data space?

10:21 PS: Well, I think that in claims, I see quite a lot of individual applications, but you'拥有传统技术。您今天可以买到的任何东西都是遗产。因此,要么10-15岁,要么25-40岁。您如何将创新的决策软件机器学习知识引入Guidewire或Duck Creek或其他'这将使保险公司付出巨大的财富。它'将解决该过程的一小部分,'不会改变世界。您'打算作为客户去旅行's bad, it's bad, it's bad, it'不好-哦-自动决策或类似的东西,它's great. I've got an instant response - bad into BAU.

11:10 PS: So again 从 experience, I wanted the complete platform, I wanted everything included 和 I knew it takes a lot of doing, but actually it'通过将所有这些数字工具嵌入可自我配置的平台中,这是唯一的方法。那'确实具有变革性。然后'这就是为什么您需要很多耐心和很多钱,但是我们'现在,我们已经获得了使用这项技术的全球承运人,英国前12大汽车保险公司中的六家,美国六家承运人以及类似的东西,因此我们可以看到它的发展。但是天哪's been stressful.

11:56罗宾:所以我一直在说我们已经处于转折点大约15年了,但是还没有一次正确,但是未来的前景如何,我们是否真的处于索赔方式转变的边缘?付了钱?未来几年,保险公司与创新者之间的关系将如何发挥作用?

12:15 PS: Yes that's interesting, there'在传统技术上投入了大量资金,但事实并非如此't做您想做的事,如果您尝试使其做自己想做的事,'会很昂贵'将会受到损害。您真的想从一张干净的纸开始,在那里's not many people that can give you a complete clean sheet platform, which is the problem.

12:40 PS: I actually feel for those people that may have a good idea or may have a nice bit of technology, but they must find it terribly difficult trying to penetrate insurers with their legacy technology. I'我会讲一个小故事,大概总结一下。因此,对于一家全球保险公司而言,我们得到了全球采购,全球理赔经理的支持,他们说,在2017年夏季,"We'将在全球范围内强制使用您的平台,因此除非他们使用您的平台,否则任何人都无法做任何事情。如果他们想做一些不同的事情,他们必须向董事会提出自己的理由。"哦,所以我们想,"很好,我'我下周就要退休了" But what happened was the grant we were taking was immediately re-taken by a massive IT department, a spend of three billion pounds on IT. And we made them irrelevant. We are making them irrelevant for claims.

13:46 PS: We only needed to plug in the internet. And so they re-took it, "哦,我们可以做到,我们可以做到。"所以在那里两年'不是他们的嗅探'在做。因此,您需要在此级别参与权力下放政治,'这也不容易,但是您只需要按照自己的信念,自己的信念继续努力'在做。但是我会说'对于外面的人来说很难'拥有单个应用程序,因为很难使其在传统技术的背景下工作'在现状和复杂性上也投入了大量资金。大新闻是'并不复杂。您可以简化所有操作。有点像鸭子,我们在水下划桨。世界已经改变了。在过去三年中,它发生了绝对的变化。现在只是梦想,是日常现实。你呢'重新面对那些认为它的人'比现在要复杂得多,而他们没有't believe you, but they do when they get involved with it.

15:00罗宾:保罗,谢谢您,我们的时间已经用完了。保罗·斯坦利,非常感谢。

15:03 PS:谢谢大家,谢谢。

15:08 Robin: Now we just told you that it'对于初创公司来说,进入索赔世界真的很困难。接下来,我们有Shift,他今天筹集了6000万美元。他们闯入了索赔世界。索赔领域没有其他人在筹集这种现金。一世'll let you guys introduce yourselves. But what we really want to know is, how do you make yourself worth $60 million 和 how are you going to spend it?

15:35 Jeff: Wow, [chuckle] interesting, 和 thanks for putting us on the spot, but actually I'我将开始花什么呢?因此,昨晚,我们参加了无限量供应的中式自助餐,以InsurTech的方式庆祝了活动,这是我们开始使用现金的开始。但是实际上,对于我们来说,这个故事就像所有好的故事一样开始,实际上是关于在正确的时间放置在正确的地方。所以我们有三个创始人,我们 're all 28, 29 和 29, 和 they were working for AXA Insurance in Paris as interns, 和 their job really was to find a global fraud solution that met the needs of all the global customers for AXA. So, this in itself was a task, 和 I think about eight months in there was nothing actually out there that met the complex needs of an insurer of today to be able to industrialise the process. It is very manual.

16:39杰夫:也许这只是他们计划的一部分,实际上是因为下一步是,巴黎AXA董事会非常值得信赖,并对这三位创始人实际上可以走出去并生产出可以将欺诈检测工业化的AI充满信心。保险。因此,我们花了大约八个月的时间来创建一个可以在多个业务部门中工作的解决方案。我们之所以从头开始,实际上是因为作为调查结果的一部分,我们确切地知道了保险公司在此领域需要取得什么进步。从现在开始,我想从匡威和紧身牛仔裤开始飞速发展,今天我们穿西装和衬衫,而我们的保险客户则穿紧身牛仔裤和匡威,所以事情发生了变化很有趣。我认为,就像每个人都说过的那样,有时很难进入市场,而实际上却非常令人沮丧,因为我们看到了我们想做的事情的尽头,但是要迈出这些步骤,我们确实必须跳过一些障碍,到达那里。

17:56 Jeff:所以今天我们取得了进展,昨天我们提高了C系列,我们有了一个新的风险投资人Bessemer,已委托我们投资6000万美元。我想回答这个问题,我们在哪里花这笔钱?我们把钱花在人身上。因此,最初我们有4个人,而今天有215个人。从客户的角度来看,这实际上是在说其他人有汽车,而Shift有汽车和驾驶员。我们称自己为SaaS +解决方案,因此我们为所有客户提供数据科学家。

18:42罗宾:在您的200名中,有多少名数据科学家?

18:44 Jeff: So today we have 215 people 和 110 of those people are data scientists. And with all start-ups really we'基本上不是根据我们的利润来判断,而是根据我们的规模来判断。所以我们'几乎是这种企业的虚假经济,'并不是真正根据利润来判断,而是根据规模来判断。今年,我们的目标是到年底达到400人。如此'我作为导演和托马斯的责任's responsibility to make sure that we bring more people to Shift, 和 this is particularly difficult for us, as much as creating the technology.

19:26罗宾:产品有什么?您只是坚持要求欺诈,还是要从那里爆发?

19:33 Jeff: Okay, so fraud really is the first step of automation for us. So it'关于工业化非常手工的过程。因此,那一刻的缩影确实是针对我们的首席执行官杰里米。他的第一个保险索赔是他在巴黎的公寓发生水灾,这完全是一场噩梦。我赢了'不给你法语术语,但是'可能也不礼貌。因此,在那个年龄的人尝试记录索赔几乎是不可能的。所以'是我们决定工作的领域。我们相信,为了确保您拥有严格的前移流程而购置房屋确实是自动化的第一步。所以欺诈是't really considered like that by people, but really it is a process for us.

20:21 Jeff: And considering actually that 10% of people, between 10 和 20% let'例如说,他们正在欺诈,80%的人没有欺诈,所以对我们来说,'还有,我们如何奖励人们?当然,在英国市场上,由于价格竞争力,聚合站点使我们希望每年更换保险公司,我们如何才能使自己作为保险公司而与众不同,从而能够保留我们的客户?因此,我们要照顾80%的人。我们想说,"如果你 '在做正确的事情时,我们如何直接处理您的索赔要求,以便能够实时向您付款?"

21:00杰夫(Jeff):因此Shift为索赔提供了清洁度评分,使人们可以实时处理其索赔以向客户付款。这在旅行之类的索赔中特别有效,这实际上是我们迈出Force的第一步,这是我们的欺诈检测解决方案,并转移到Luke。 Luke是我们的索赔自动化解决方案。那么你'我们大概是我们是《星球大战》的忠实粉丝,而《星尘》是该计划的名称。昨晚我们谈论过它,我想我们're going to run out of names eventually.

21:51 Thomas: And since you mentioned Luke. Luke is all about our solution for claims automation. And it'欺诈检测之后的合乎逻辑的下一步就是做好一切,集中精力,围绕文本识别和众所周知的文本识别,仍然主导着保险业。特别是索赔过程。当然有'图像识别也是一样,但是对我们来说,欺诈检测之后的扩展实际上是从最初的丢失通知到文本识别的整个过程。然后,使用实际的AI不仅可以提取内容,还可以自主决定何时提取内容'不能真正准确地识别出什么's in that particular case 和 so it hands over to a human claim handler. And that is where, again, some of our experience comes in 从 the fraud detection part, which is all about enabling investigators to hand over efficiently 和 effectively to a human claim handler, so he can really take the next steps as effectively as possible.

23:37 Thomas: And the Luke claims automation is, of course, not 100% claims automation that will make us all useless, but in fact, it takes on the routine work that it can detect 和 identify 和 everything else where, on its own, it understands that it’s accuracy wouldn'达到我们的99%'re aiming for, it passes on to a human claim handler. And thereby allowing insurers to clearly separate which part of the process is handled automatically or is still handled by a human claim handler.

24:26 Jeff: And Luke was designed specifically this way, so as far as we know, it'是唯一可以说的AI"我不't know,"这不是错,'实际是以这种方式设计的。因此,对于Shift,我们的信心水平必须至少达到99%,'重新做出正确的决定。因此,我们要说的是,目前看来,有60%的索赔数字是99%准确的。另外40个正在学习中,我们'继续这样做,但实际上我们可能会说,无论如何,实际上有10%到20%的索赔实际上是通过数字方式报告的。所以's a learning process for us.

25:08罗宾:伙计们,谢谢。杰夫和托马斯,的确非常感谢。

25:11杰夫:谢谢罗宾。

25:12托马斯:谢谢。

25:16 Robin: Next up we'我们从Previsico获得了Avi Baruch。来告诉我们's going on.

25:22 阿维·巴鲁克(Avi Baruch): Hello, thank you very much. It'跟随某人是非常具有挑战性的'刚刚宣布他们've筹集了6000万。所以我'尽我所能,不要被升级。所以我认为,到2019年,越来越多的人,尤其是洪水行业的人正在问自己一个问题,"如果在风暴事件真正来临之前,您确切知道将淹没哪些街道,该怎么办?" I know 从 my perspective, the first thing I would do is, I would move my car, I would go home 和 move my TV 和 get my family out of there.

26:01 AB: And I think this is something that we should all be thinking about because that'技术肯定会走向何方。正如他们所说,我'm Avi, I'm Previsico首席运营官。我们 're a spin-out company 从 Loughborough University, who have taken our solution, which is called Flood Map Live, to market. We just launched this year in January. But the project has been ongoing for about 17 years, working on using a flood modelling system to predict exactly what streets will flood 和 in real-time. So globally flooding costs the global economy $90 billion a year.

26:43 AB: And that'的上升非常明显,'预计到2050年至少会达到一万亿美元。在我看来,这是非常保守的估计,因为它们不会't include many of the other sorts of impacts that we see 从 flooding. And my imagery when I see flooding, especially in the TV is just cars bobbing up 和 down the streets, people looking devastated 和 showing us their homes, which are full of damages. And all of these, most of the vast majority of these are avoidable. I was in Carlisle after the Storm Desmond floods in 2015, 和 all you could see across all the streets were skips full of TVs, full of furniture, full of treasured belongings 和 sentimental items.

27:28 AB: In my opinion, none of them should have been in the skip, they should have all been protected 和 avoided. And I think that'这是我们问题的一部分'习惯了,尤其是在洪水泛滥时,它缺乏正确的见识,无法做出可行的决定来降低我们的风险。目前,'s why there's so much work going into flood forecasting 和 some really good schemes in place such as the European Flood Warning System, it has generated returns of investment for $400 euros for every euro that was invested in it.

28:00 AB: The challenge with especially these sort of systems is that often for rivers 和 the sea, where you can detect how the levels are changing 和 then, based on a few pre-run scenarios, it is able to tell people roughly which areas are going to be affected. I have flood alerts on my phone, 和 they'总是嗡嗡作响。我可以在晴天的山顶上,我'仍然会收到警报说你're at-risk. And that'这是问题的一部分,我们只会收到如此多的错误警报,至少与卡莱尔的人们交谈时,'s the sort of issue that they were having.

28:36 AB:地表水的问题更加严重。因此,在地表水方面,我们不会受到任何高分辨率的影响,而只是获得国家评估,因为地表水可能很难预测。降雨预测的每小时变化会极大地影响将要遭受洪灾影响的街道类型。因此,我们在拉夫堡大学所做的工作,产生了一个系统,该系统结合了不同天气情况的组合,并连续对其进行实时建模,以生成一张地图,准确显示哪些街道处于危险之中以及何时产生这种可行的见解;最坏的情况和最好的情况。

29:15 AB: And that was done together with a cabinet office to help emergency responders be able to tackle flooding. And that project was very successful so we got to innovate UK funding, to form the spin-out, 和 the insurance claims industry is a very good place to then take that to market. We'我已经和几家保险公司谈过了,我认为'引起了很多兴趣,尤其是在索赔方面提供帮助。因此,我认为某个特定区域以及知道哪些区域将受到影响,以便我们知道将损失调整者发送到何处,正在警告客户。我觉得'在发生洪水并实际发生索赔之前,务必要告诉客户,"您的街道在今天下午3:00处于危险之中,请尽您所能减少这种危险。"而且我认为这可能会从根本上改变保险公司与客户之间的关系,'我真的认为应该在很久以前就发生过这种关系's certainly possible now with the latest technological innovations.

30:18 AB: So that'我真的希望我在这里 '会去。例如,如果以Storm Desmond为例,英国保险业损失了13亿美元。所以如果以我为例,我会'可能通过提前采取行动节省了至少10%的成本,这可能节省了至少1.3亿美元,因此's quite conservative. So I certainly think that this solution can have a lot of impact for the claims industry. So thank you very much for listening.

30:44罗宾:谢谢。

30:48 MG: Well, have you found that useful? 如果你 'd like to learn a little bit more about what we had going on for our claims event, you can find out more information on our website at www.InsTech.london 和 you'在那里找到活动特定页面'在我们开始之前,我会看一些主持人的夜晚并拍照。're going on. 如果你 'd想进一步了解我们'我来了,你'll also find that on the website, 和 indeed if you yourself would like to present what you are doing, then please register through the website or contact us at hello@InsTech.london.