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Aflac Takes On Claims Challenges To Scale AI Efforts

Aflac Takes On Claims Challenges To Scale AI Efforts

Published 03-27-23

Submitted by Aflac Incorporated

Illustration of AI

Originally published on VentureBeat

This article is part of a VB special issue. Read the full series here: The quest for Nirvana: Applying AI at scale.


For Aflac, which provides supplemental insurance to more than 50 million people worldwide (and is well-known for its duck mascot), delivering AI at scale across the organization has become a top priority since the pandemic.

Scaling the AI platform

 Now, Aflac is working to scale its claims automation platform to other types of claims. 

 “The benefits that the business case has proven are improved customer ease, reducing our pain points through the journey, and increasing our touchless claims, which was a benefit to our internal workforce as well as our claimants,” Anderson said.

 “Streamlining with a rules-based AI reduces error rates and frees up our resources so they can focus on more critical claims where people may actually need to hear a voice on the other end of the phone, maybe dealing with more severe health-related issues where that personal touch is needed.”

Continue reading the full article here.

Aflac Incorporated logo

Aflac Incorporated

Aflac Incorporated

Aflac is a Fortune 500 company, providing financial protection to more than 50 million people worldwide. When a policyholder or insured gets sick or hurt, Aflac pays cash benefits fairly, promptly and directly to the insured. For more than six decades, Aflac voluntary insurance policies have given policyholders the opportunity to focus on recovery, not financial stress.

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