Case Study: LV= achieves faster, smarter claims handling with Microsoft Corporation Azure Machine Learning

LV= provides world-class claims handling with Microsoft Artificial Intelligence and Machine Learning

LV=, one of the UK’s largest insurers, needed a better way to handle motor claims where fault was unclear, a “grey area” that affected around 20% of accidents and led to a slow, difficult claims experience for customers. Microsoft Corporation worked with LV= and its data scientists to address this challenge using Azure Machine Learning.

Microsoft Corporation helped LV= build an AI-driven claims solution that combined customer narrative text, image data, and vehicle damage information to improve decision-making. As a result, the unclear-fault “no-man’s land” cases fell from 20% to 3.9%, while LV= also reported lower claims costs, higher revenue, and double-digit NPS improvement.

LV=

Martin Milliner

General Insurance Claims Director