The objective of the project is to offer customers the possibility of submitting a claim digitally.
In the first phase of the project, the idea is for the customer to answer a series of questions on a web form about the claim and to upload photos of the damage. With the customer’s information and the tagged photos, the AI system developed by IKERLAN will progressively learn.
In the second phase of the project, once the AI model is trained, the aim is for the customer to be able to submit a claim using only photographs of the damage and a few quick questions, as the rest of the information would be provided automatically by the AI model.
This will allow us to reduce the time required to process a glass-related claim and accelerate its handling through AI. In cases where it is possible, we will be able to offer the customer an immediate compensation proposal, resulting in significant time and cost savings.
Progress status
Under development
The second phase of the project is about to start
Work team
Developed with an external partner
Project Management: Involved departments: Claims area
External partner/team: External Partner: IKERLAN Technology Center
Work carried out to date
We have now developed the possibility of offering customers, when they call to report a claim, the option to register the claim digitally. If they accept, they receive an SMS with a link to the website where they can complete the process.
At the moment, we are offering this option for the following glass‑related claims: ceramic hobs, door glass, window glass, and furniture glass.
With this information, we reviewed the photos customers were sending us and decided to start training the AI model with ceramic hobs. Currently, the information the model extracts includes: the number of burners and their location, the size of the hob, detection of the logo to identify the brand, and classification of whether there is damage or not. For each of these elements, the AI provides a confidence level.
We now have an initial phase of the AI model that is delivering very good results. However, we are already considering how to move towards phase 2, where the model would also be able to provide the price.
First Results & Lessons learnt
More than a half of the clients opt for the digital claims process with a photo after the initial call to open the claim.
71% of them get to complete the whole process.
In the case, of glass ceramic hobs 2,288 digital claims since late 2023.
And for the rest of glass breakage digital claims:
563 door glass breakage claims
655 window glass breakage claims
465 furniture glass breakage claims
Difficulties encountered & Remainng Challenges
In the case of ceramic hobs, we already have the AI model, and we are now reviewing how to obtain the remaining information we need, which is how to calculate the price.
We are analyzing how to approach this and how to design the next steps in order to launch a second phase of the project focused on ceramic hobs and build the end‑to‑end process we initially envisioned.
For the other types of glass, the situation is more complex, as the photos vary considerably and there is much more diversity between them. In contrast, ceramic hob photos are more consistent. Therefore, in the next phase, we will focus on this line and later evaluate whether to extend the AI to other types of glass or to expand the digital claim option to other types of incidents.
For the moment, we face an additional issue with repair partners: despite having access to the photos uploaded by customers through the digital claim process, we see that they are not reviewing them and continue carrying out the work as they always have.
