BermudaFinance and insurance2023 – ongoingHiscox
Microsoft 365 Copilot for claims analysis and administration
A Hiscox claims underwriter reported cutting initial information capture to as little as 10 minutes with Copilot
Problem
Claims staff had to extract information from correspondence and review lengthy medical or legal evidence. Recording the key details of a new claim could take up to an hour.
Approach
Hiscox introduced Microsoft 365 Copilot and expanded access after a trial. A senior claims underwriter used prompts to extract claim details and draft updates from emails. An internal champions network encouraged wider use.
Results
Takeaway
The timing comparison came from an individual underwriter, rather than a measured average across the claims team.
Categories
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Hiscox's Copilot rollout and claims-work examples. An underwriter reported reducing initial information capture from up to an hour to as little as 10 minutes.
Full details are in the original sources.
