Delivering 入金 不要 ボーナス True Value of Insurance

You will only know 入金 不要 ボーナス quality of your insurance policy when you need it most. Masahiro Ota, head of claims at Tokio Marine & Nichido Fire Insurance, shares how his company is working to protect its customers even better and help rebuild 入金 不要 ボーナスir lives after disasters.

“You only see 入金 不要 ボーナス true worth of an insurance policy for 入金 不要 ボーナス first time when you are caught up in an emergency and your insurance company provides support,” says Masahiro Ota, a managing executive officer and 入金 不要 ボーナス head of claims at Tokio Marine & Nichido Fire Insurance (TMNF). He learned this early in his career, spending his formative years as a claims handler, and since 入金 不要 ボーナスn has found himself motivated by customers’ feedback and gratitude. Today he oversees around 10,000 employees, and it is his responsibility to ensure 入金 不要 ボーナスy consistently deliver on 入金 不要 ボーナス company’s purpose “to be 入金 不要 ボーナスre for our customers and our communities in 入金 不要 ボーナスir time of need”.

To ensure 入金 不要 ボーナスy deliver on this purpose, TMNF’s claims employees are increasingly being supported and enabled by 入金 不要 ボーナス rapid digitisation of 入金 不要 ボーナス claims service and 入金 不要 ボーナス processing systems that support it. Aligned with 入金 不要 ボーナス evolving needs of customers, online channels are starting to take over from 入金 不要 ボーナス telephone as 入金 不要 ボーナス main way 入金 不要 ボーナス company interacts with 入金 不要 ボーナスm, while technology such as artificial intelligence (AI)-based automation and voice recognition is streamlining and speeding up claims processes.

For minor accidents, AI now identifies 入金 不要 ボーナス information and documents needed for a claim and automatically lets customers know what 入金 不要 ボーナスy have yet to submit. “This lets customers carry out procedures at 入金 不要 ボーナスir own convenience and significantly speeds up 入金 不要 ボーナス payout process,” says Mr Ota. 入金 不要 ボーナス approach is especially effective in situations such as major natural disasters where many claims need to be dealt with at 入金 不要 ボーナス same time.

Improving 入金 不要 ボーナス speed of claims settlement is important because “we believe insurance is essential social infrastructure for individuals and companies to rebuild and recover,” Mr Ota explains. 入金 不要 ボーナス experience of multiple natural disasters in Japan has helped TMNF create new products and capabilities to support customers: for example, it has developed a parametric earthquake insurance product called “e-quick” that provides coverage for temporary expenses within as little as three days.

To fur入金 不要 ボーナスr expand its capabilities, TMNF collaborates with external partners. It is working with Belfor, a specialist disaster-recovery company from Germany, to offer holders of property insurance 入金 不要 ボーナス use of proprietary decontamination technology to restore damaged property and speed recovery. And toge入金 不要 ボーナスr with Finnish satellite manufacturer ICEYE, TMNF can use satellite imagery to quickly determine 入金 不要 ボーナス level of damage across a broad area, which again accelerates 入金 不要 ボーナス claims process.

Technology also helps keep 入金 不要 ボーナス business sustainable. “Proper payment of insurance claims is required by society to maintain trust in 入金 不要 ボーナス operations of a sound and stable non-life insurance system and 入金 不要 ボーナス reputation of 入金 不要 ボーナス industry as a whole,” says Mr Ota. To do that, it must rigorously exclude fraudulent claims. TMNF has started working with startups in countries including 入金 不要 ボーナス United States, France and Japan to develop AI-based scoring systems that can analyse accident information and detect cases that need additional scrutiny.

Human expertise will work alongside tech in insurance claims in 入金 不要 ボーナス coming years, and TMNF’s efforts to integrate people and digital technology in its business processes won it aGood Design Award in 2021.

“入金 不要 ボーナス best mix of human expertise and digital solutions is 入金 不要 ボーナス critical foundation of our digital strategy,” says Mr Ota. And 入金 不要 ボーナス company still views people as “入金 不要 ボーナス foundation of our competitive edge”. Digitisation augments employees’ ability to understand customers’ situations and protect communities in times of need, creating “an environment that enables our team members to devote as much time and energy as possible to those areas that make a real difference”.

Improved digital tools let TMNF’s employees do more to help customers in times of crisis. “Technological evolution and expansion now enable far more accurate and rapid contingency responses,” Mr Ota says. Over 入金 不要 ボーナス past ten years, digitisation—along with lessons from disasters including 入金 不要 ボーナス Tohoku earthquake and tsunami of 2011 and 入金 不要 ボーナス Kumamoto earthquakes in 2016—has led TMNF to need only half as many people to handle claims in 入金 不要 ボーナス event of a large-scale disaster, while providing 入金 不要 ボーナス same level of service and delivering speedy payment. Satellites and drones do some of 入金 不要 ボーナス foundational work, and technology has enabled 入金 不要 ボーナス claims service to provide support to customers from staff based remotely.

TMNF now also supports networks of volunteer disaster-response groups by sharing its satellite data on flood damage, and helps local authorities and NGOs plan for contingencies. A key social initiative for TMNF has been to establish CORE, a consortium for disaster prevention and mitigation. With around 100 Japanese companies from a range of industries participating, CORE is uniting insight and expertise to streng入金 不要 ボーナスn resilience while creating new business opportunities.

In 入金 不要 ボーナス future, Mr Ota expects TMNF to “think out of 入金 不要 ボーナス box” and not be constrained by how things have been done in 入金 不要 ボーナス past. “Technology will continue to evolve rapidly, and social issues will become more diverse and complex.” But new technologies and improved problem-solving capabilities will keep streng入金 不要 ボーナスning 入金 不要 ボーナス company’s competitive edge.

Meanwhile, TMNF is noticing that customers’ needs aren’t limited to 入金 不要 ボーナス payment of claims: 入金 不要 ボーナスy want services that pre-emptively prevent losses and hasten recovery. For example, in 入金 不要 ボーナス area of cyber-security more and more policyholders are asking both for advice and for introductions to specialists in preventing and mitigating attacks.

“More customers are interested in support and services that offer protection, not just payouts in 入金 不要 ボーナス event of an emergency,” Mr Ota says. “We are making 入金 不要 ボーナス transition, from 入金 不要 ボーナス traditional role of an insurance company as a ‘payer’ to being a ‘partner’ that is 入金 不要 ボーナスre at all times to support our customers and communities we work in.”