Tokio Marine Insurance UAE, a leading provider of comprehensive insurance solutions in the region, has significantly accelerated its claims registration process through a powerful new partnership with Kodak Alaris.
By deploying AI-driven document automation technology, the insurer has reduced claims processing time by 90%, streamlined operations and improved overall customer satisfaction.
With a legacy dating back over 144 years, Tokio Marine Insurance has long been committed to its guiding principle: ‘QUALITY, ALWAYS’. This latest Digital Transformation initiative reinforces that promise by simplifying a historically complex aspect of the insurance journey – claims processing.
“Insurance is more than just a policy, it’s a promise,” said Tsuyoshi Yamasaki, General Manager at Tokio Marine Insurance Dubai. “When our customers reach out, they’re often in distress. It’s our job to be there at the time of need.”
Until recently, the claims team manually processed hundreds of submissions a day, particularly for car insurance. Each case required multiple documents – police reports, Emirates ID, driver’s licence, vehicle registration – and involved extracting dozens of critical data points by hand. With up to 600 claims arriving daily via email, the workload placed immense pressure on staff and exposed the process to delays and errors.
The pressure intensified during the unprecedented floods of 2024, which drove claim volumes to record levels across the country. The experience reinforced the need for a future-proof solution that could scale under pressure while maintaining high service standards.
To address the challenge, Tokio Marine Insurance UAE partnered with Kodak Alaris, leveraging its Info Input platform powered by Microsoft Document AI. After in-depth discovery sessions and a proof of concept, the AI-enhanced automation solution went live.
Since deployment, claims processing time has dropped by 90%, enabling customer communication often within hours rather than days. The system now handles triple the daily claims volume, while exception handling has decreased by 60% due to improved accuracy and automated validation.
“It’s not about replacing people; it’s about empowering them. Our staff are now spending more time resolving edge cases and less time correcting typos. That’s where human judgement really shines,” Yamasaki explained.
The volume of data captured per submission has also increased, enriching insights for decision-making, audit trails and pricing models.
“Being able to automate data extraction means we can now add several more fields into our insurance systems per claim,” said Mohamad Bader, Senior Manager – Information Technology. “It’s helping with compliance, forecasting and tailoring our offerings better than ever before. The biggest change, however, is the elevation in customer satisfaction. Faster response times mean fewer follow-ups and greater trust. People feel cared for, and that’s what sets us apart.”
In an era where Digital Transformation often comes with hype, Tokio Marine Insurance UAE’s partnership with Kodak Alaris stands out for its tangible, meaningful results. It’s a case study in how thoughtful use of automation and AI can not only solve business problems – but also make life easier for the people behind each policy.
“Technology is most valuable when it improves lives. With Kodak Alaris, we’ve built a bridge between operational excellence and human empathy. The company’s solution enhances our human effort, makes our operations smarter and most importantly, helps us take care of our customers better,” Bader concluded.
