UK motor insurer ERS says technology from software company TCG Process has cut manual first notice of loss data entry time from up to 25 minutes per claim to four. 

ERS receives a high number of first notice of loss (FNOL) emails and calls from brokers, each containing “unstructured” information such as attachments. 

TCG’s document processing tool DocProStar was introduced to improve the group’s claims handling.

“We are very happy with the engagement of TCG and the performance of DocProStar as the automated solution now handling our FNOL ingestion and creating capacity in our claims team,” ERS head of claims Declan O’Mahony said.

AI extracts data and applies business rule validation to ensure accuracy. Claims input capacity has increased by 75% and there has been a 40% jump in straight-through processing, ERS says.

The technology “normalises” emails and attachments, and more than 100 data fields per transaction can be validated, with automated quality control and audit trails.

Staff are relieved from data entry and there is greater transparency and better monitoring to measure performance and compliance.

“This is a strong example of how AI, applied within the right governance and guard rails, can deliver measurable efficiency, accuracy and customer service improvements in complex document-driven processes,” TCG director Jeff Leibovici said.