Pittsford, NY. August 8, 2024 — Sutherland is excited to introduce CognilinkClaims, an innovative AI-powered solution that integrates Classic AI and Generative AI capabilities to redefine and streamline the entire claims process. This advanced AI solution represents a significant advancement in optimizing the claims journey, offering a wide range of capabilities and use cases to elevate the insurance experience for both insurers and the insured

CognilinkClaims streamlines processes, elevates customer experience, and delivers unparalleled efficiency, marking a significant milestone in digital innovation for the insurance industry.

Why CognilinkClaims

An efficient claims process is crucial in the insurance industry, as it serves as the ultimate test for policyholders. A negative experience can lead to losing customers and damaging the company’s reputation as dissatisfied clients share their experiences. Currently, many insurance organizations face a claims process that is costly, complex, time-consuming, labor-intensive, and prone to error and fraud.

CognilinkClaims leverages Sutherland’s expertise in AI, analytics, and automation to streamline and enhance the claims process. It reduces fraud and operational costs while simplifying the entire claims journey. Intuitive and user-friendly, CognilinkClaims ensures an outstanding experience for all stakeholders.

Key Benefits of CognilinkClaims

Achieve More, Faster – with Document AI and Automation
Our next-generation AI automates routine tasks, freeing up your talented teams. It extracts and summarizes critical data from key documents, assesses authenticity to reduce fraud, and provides accurate valuations.

CognilinkClaims enables straight-through processing for over 70% of claims by triaging and prioritizing cases. Complex cases are escalated to the appropriate handler, allowing them to apply their skills in empathy and judgment for timely resolutions. This approach has improved cycle times by over 40%.

Deliver Personalized Experiences
A lack of claim status visibility frustrates all stakeholders. Our solution balances automated and agent-led updates, keeping everyone informed at every stage.

CognilinkClaims offers personalized support for filing claims. Policyholders appreciate the immediacy of Q&A assistance, chatbots for answers anytime and anywhere, and a seamless handover when speaking to an advisor. We are seeing an increase in Net Promoter Scores (NPS) by at least 10 points and a 40%+ improvement in employee productivity.

Knowledge that Empowers
With CognilinkClaims, harness the power of AI to enhance knowledge management. Our solution maps all your training materials and standard operating procedures, ensuring teams have real-time access to the information they need. Sophisticated sentiment analysis provides handlers with valuable customer insights and expert guidance on the next steps.

Data-Driven Insights
Our advanced analytics capabilities deliver better results faster. CognilinkClaims swiftly maps incoming customer and third-party information, identifying reasons for failure demands. Handlers receive real-time support to enhance customer satisfaction, while detailed call evaluations, end-of-day summaries, and audit trails provide leaders with the data needed for continuous improvement and compliance.

Pioneering Products and Platforms
Sutherland’s digital expertise, backed by over 200 unique patented inventions across AI and other critical technologies, is unrivaled. CognilinkClaims leverages this expertise, representing a transformative leap in optimizing the claims journey.

The Best of Human Expertise and Technology
Grounded in a human-centered design ethos, CognilinkClaims seamlessly integrates human expertise, artificial intelligence, automation, and innovative CX accelerators to enable streamlined processes, elevated customer experiences and unparalleled efficiency.

About Sutherland’s Insurance Capabilities: Empowering Digital Excellence for Insurance Clients
At Sutherland, we are a leading global business and digital transformation partner. Our services span a diversified range of categories, from Healthcare, Insurance, Financial Services and Communications to Media, Entertainment, Travel, Logistics, and Retail. We work with iconic brands worldwide, and we bring them a unique value proposition through market-leading technology and business process excellence.

Leveraging our advanced products and platforms, Sutherland propels digital transformation, optimizes crucial business operations, and redefines experiences for insurers across the globe. As a trusted partner to over 80 Insurance providers and servicers worldwide, Sutherland integrates digital technology into more than 70% of their operations by integrating AI, Automation, and CX accelerators, consistently delivering measurable outcomes for clients.

Sutherland

Unlocking digital performance. Delivering measurable results.
To explore how Sutherland can help transform your business and deliver measurable outcomes, please visit us at: sutherlandglobal.com/industries/insurance/cognilinkclaims.