Artificial intelligence has materially reduced the workload on SberInsurance teams and cut the time to settle claims to about 30 minutes, a point highlighted at the international conference Journey to the World of Artificial Intelligence. The event showcased how smart automation is reshaping processes in insurance services and finance tech across regions including Canada and the United States.
Currently, AI already processes about half of the applications submitted through the SberBank Online mobile app under the Protect Your Finances program, demonstrating a significant shift toward automated decision making in customer service and risk management.
The AI system evaluates data against a defined parameter set to determine payment eligibility. If the data suffices, the system completes the payment to the bank card within 30 minutes through the Fast Payment System. If further verification is needed, the case is routed to a human evaluator for review and confirmation, ensuring accuracy in every decision.
Alexander Goglenko, Development Director at SberInsurance, notes that the overarching aim is to deliver the simplest and fastest route for customers to resolve claims. The emphasis remains on user experience, reducing friction while maintaining reliability and security in processing.
In moments of force majeure, customers expect prompt resolution. The adoption of AI has dramatically shortened the decision timeline from as long as six days to a maximum of half an hour. The observed impact of this technology underscores its role in product development and future enhancements, signaling a strategic move to imbue more services with automated, intelligent processing.
Since the model began operating in July 2023, SberInsurance reports handling roughly 2,000 compensation claims. Looking ahead, the company plans to extend the AI solution to other insurance products and scale it in response to insured-event requests flowing through bank branches, enabling broader adoption and efficiency gains across the portfolio [Source: AI Journey conference].