Tokio Marine Transforms Customer Claims Journey with Tractable AI

Tokio Marine will use the AI to understand the full range of auto repair decisions available, including recommended repair, paint, and blend operations and the labor hours required.

(Image source: Tractable homepage.)

Tokio Marine (Tokyo) has adopted Tractable’s (London) AI solution to process auto damage across its insurance operations in Japan, in order to accelerate claims processing for policyholders. Tractable reports that it uses computer vision to review photos of auto damage, making sense of it as a human would, in near-real time. Tokio Marine will use the AI to understand the full range of repair decisions available to it, including recommended repair, paint, and blend operations, as well as the labor hours required, according to a vendor statement.

Tractable’s value proposition is to use AI in the claims process to increase the speed of remotely reviewing claims from days to minutes, removing inefficiencies from the process, helping insurers and repairers to agree on repairs more quickly, getting customers back on the road faster. The vendor cites the relationship with Tokio Marine as being the first time that a major Japanese insurer has deployed an AI auto damage assessment solution into the claims process.

Tokio Marine first engaged Tractable in 2018, with the objective of improving appraisal operations that require complex visual assessments with a solution based on computer vision. After successful trials of the AI, Tokio Marine will now use Tractable’s technology at one of its claim service centres from April 2020, with the potential to deploy it across the country, the vendor reports.

Transforming the Claims Journey for Customers

“In Japan, after an accident it can take 2-3 weeks to determine the amount that should be paid,” comments Hidenori Kobayashi, Group Deputy General Manager, Tokio Marine. “By using Tractable’s world-leading AI to assess car damage, we expect to shorten that time considerably, cementing our position as a company proud to pioneer new technology that transforms the claims journey for our customers.”

“We are honored to be selected as the AI partner by one of the world’s largest insurers,” comments Alex Dalyac, co-founder and CEO, Tractable. “We see this as testament to the quality of our technology, the maturity of our solution and trust in our people. Computer vision is accelerating accident recovery; the technology is here, it’s on the ground and it’s making a difference.”

Tractable reports that its AI uses deep learning for computer vision, along with machine learning techniques. The AI is trained on many millions of photos of car damage as well as human appraiser decisions, and the algorithms learn from experience by analyzing a large variety of different examples. The vendor says its technology is globally applicable to any vehicle.

Alex Dalyac, Co-Founder and CEO, Tractable.

“The AI allows insurers to evaluate the damage to a vehicle, based on photos provided by repairers, appraisers or policyholders,” a Tractable statement says. “Via a platform, Tractable’s AI shares repair method recommendations and guides the claim process to ensure each claim is processed and settled as quickly as possible.

Loss Adjuster Application

In Japan, Tokio Marine is using a new product developed by Tractable, called Loss Adjuster Application. In addition to facilitating repair decisions, Loss Adjuster enables the insurer to set their own QA checks for repairers, ensuring repairs are carried out to set standards, according to the vendor. It also speeds up the time it takes for the adjuster to agree with the bodyshop on work needed to repair the car, and captures negotiation results, Tractable asserts.

Tractable reports that its AI has processed over $1 billion in auto claims for prominent insurers globally, including Ageas, one of the largest auto insurers in the U.K., Covéa, the largest auto insurer in the French market, and Talanx-Warta, the second-largest auto insurer in Poland.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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