NN Group’s Dutch insurance business, Nationale-Nederlanden, is using AI to automate parts of its claims process, enabling some straightforward claims to be assessed and paid in around six minutes without manual intervention.
NN Group’s Dutch insurance business, Nationale-Nederlanden, is using AI to automate parts of its claims process, enabling some straightforward claims to be assessed and paid in around six minutes without manual intervention.
How It Works
The insurer developed an in-house AI solution that automates tasks including identifying the cause of damage and determining whether a claim is covered under the policy. The technology is currently used for high-volume, low-complexity claims, such as household damage and broken car windscreens.
According to NN Group, customers are informed when their claim has been handled automatically and can request a manual review if they disagree with the outcome.
Human Oversight
The company said claims that fall outside predefined criteria or exhibit unusual patterns are automatically referred to human claims handlers. Complex and potentially fraudulent claims continue to be assessed by employees.
Part of a Wider Investment
The initiative is part of NN Group’s Future Ready programme, a €450 million investment aimed at simplifying operations through data and technology while generating €200 million in annual benefits for the group. NN said it plans to reuse the AI models across additional products and business units.
Industry Significance
The move reflects a broader shift among insurers towards automating routine, low-complexity claims while reserving human judgement for complex and potentially fraudulent cases. By building the solution in-house and retaining a customer route to manual review, NN Group signals an approach that pairs speed and efficiency with oversight, an emphasis regulators and customers increasingly expect as AI is applied to claims decisions.
