(Image source: Tractable.)

MAPFRE (Madrid) has engaged with Tractable, a London-based developer of artificial intelligence (AI) solutions for accident and disaster recovery to provide MAPFRE customers with a radically improved customer experience through having their cars repaired more efficiently with the help of AI, according to a Tractable statement.

MAPFRE will now apply Tractable’s AI to its auto claims with the goal of helping its customers recover faster from minor auto damage, the vendor reports. The solution, which will first be applied at MAPFRE’s operations in Brazil, is designed to accelerate how quickly it can return vehicles to customers after an accident by as much as two weeks.

As part of the engagement, MAPFRE and Tractable have deployed what the vendor characterizes as a unique AI model that uses photographs, taken on a customer’s mobile phone, to carry out an end-to-end, automated appraisal on car claims with low-value damages. After automatically reviewing the images, the system identifies the damaged areas and the severity of the damage, and subsequently determines the extent of vehicle repair that is required, which can range from touching up the paint to repairing or replacing certain parts. Tractable’s technology also features real-time pricing of the appraisal and the ability to route work orders directly to repair shops.

Tractable says the initiative will also facilitate improvements in operational efficiency by triggering requests for parts from suppliers more quickly, cutting down overall claim settlement times. The work of claims assessors will also benefit, freeing them up to focus their efforts and experience on more complex cases, boosting the value they add to the client, the vendor adds.

The implementation of the solution will involve the collaboration professionals from both companies specialized in advanced analytics, technology, operations and innovation, together with engineers from CESVIMAP (MAPFRE’s R&D center) and appraisal experts, according to Tractable.

“Within the framework of the MAPFRE Open Innovation strategy, we’ve been experimenting with different AI solutions to significantly enhance customer experience and improve our operational efficiency,” comments Roberto De Antoni, Chief Operating Officer, MAPFRE Brazil. “The Automobile business line is core to the Brazilian operation, so starting out on this alliance with Tractable, in pioneering fashion, is very important for us.”

MAPFRE is considering the possibility of scaling the solution to other countries and processes, as part of a broader commitment to improving customer experience in current services and products, and developing new services and products that add value to the increasingly personalized demands of policyholders and take service quality to the next level, Tractable reports.

Beyond the Brazilian Market

“MAPFRE has a worldwide presence and this innovative global partnership will lead to its customers receiving an even better experience through the power of our AI,” says Ahmed Hameed, VP Strategic Accounts, Tractable. “Our collaboration has the potential to be a step change not only for the Brazilian market, but also further beyond, bringing real AI technology to where it can make an immediate difference by accelerating response directly after an accident.”

Tractable reports that its AI solutions use deep learning for computer vision, in addition to machine learning techniques. The AI is trained with many millions of photographs of vehicle damage, and the algorithms learn from experience by analyzing a wide variety of different examples. Tractable says its technology can be applied globally to any vehicle, enabling insurers to assess car damage, shares recommended repair operations, and guides the claims management process to ensure these are processed and settled as quickly as possible.

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