Automating claims processing at nib

nib is a health and medical insurance provider in Australia with approximately 1,500 employees and over 1.6 million members

Business challenge

  • The nib mobile app allows members to easily make claims by submitting a photo of a receipt from their mobile device
  • Relevant information from submitted receipt photos was manually entered into the nib claims system
  • Significant time was spent on manual data entry on top of assessing the claim. As the app gained popularity nib realised this approach was not scalable

Success critera

  • Integrate an automated solution to assist nib employees with the manual entry of key fields from the receipts
  • Seamlessly fit into nib’s current business processes and technology
  • Sensitive receipt data must remain within nib’s secure AWS environment at all times
  • Reduce the turnaround time for each member by enabling the claims team to process assessments faster

Solution

  • Amazon Textract was selected for its accuracy and ability to determine the document structure while extracting text. Geometric de-skewing and key-value pair recognition were particularly effective in handling claims receipts
  • Eliiza created a image processing pipeline to:
    • Find and extract relevant fields from receipt photographs
    • Analyse the extracted text and identify information required for the claims process
    • Pre-populate the claims processing system,
      ready for employee review
    • Provide nib with automated monitoring to validate
      accuracy of the solution
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nib customer takes photo of receipt

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Photo is uploaded to nib’s AWS environment

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Textract retrieves the relevant fields from the photo

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nib team review and process the claim 

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nib customer receives claim amount  

Outcomes

  • Eliiza created an end-to-end solution that integrated with the existing claims system
  • 88% – 95% accuracy for extraction and classification of key fields such as date, amount and type of claim
  • The claims team can focus on assessment rather than data entry by reviewing the receipt fields directly within the claims system
  • Notable decrease in time taken to assess and complete claims due to less manual processing

Contact Us

We’re always keen to start conversations on how AI can help solve real-world problems, or opportunities for technology to impact people in a positive way.

Contact Eliiza