Intermundial, a travel insurer, faces challenges in the efficiency and speed of its customer claims handling process. Currently, when a customer experiences an incident during their trip and opens a claim, the process for assessing and validating the required documentation is manual and time-consuming. This process is not only time-consuming, but can also lead to errors and frustration for both customers and assessors, due to the lack of automation in sorting documents and verifying their correctness.
The proposed solution is the implementation of a system based on LLMs that learns to identify which documents are needed according to the typification of the claim (e.g. a DNI for a cancellation) and will automatically classify the documents provided by the customers. In addition, the LLM will validate the delivery of the documents, identifying if critical information is missing and requesting the customer to provide additional documents if necessary. This information will be automatically integrated into Intermundial's CRM, facilitating the evaluators' task of claims processing.
Automation reduces the time needed to process each claim, resulting in a faster response for customers and improving customer satisfaction. In addition, by minimising manual intervention, the risk of errors in document classification and validation is reduced, ensuring that only well-founded claims are handled. This positions Intermundial as a more agile and competitive company in the travel insurance market.
