Baloise Property Insurance Ltd uses artificial intelligence in a targeted manner to optimize document management and increase efficiency. Umar Choudhry, specialist author and document coordinator, explains in an interview how AI helps to check and process documents faster and with fewer errors, which sustainably improves both internal processes and customer communication. Baloise Property Insurance Ltd uses artificial intelligence in a targeted manner to optimize document management and increase efficiency. Umar Choudhry, specialist author and document coordinator, explains in an interview how AI helps to check and process documents faster and with fewer errors, which sustainably improves both internal processes and customer communication.

Editorial team: How do you optimize document management with the help of artificial intelligence, and what specific benefits does this bring to your area of work?

Umar Choudrhy: As a document coordinator, I use artificial intelligence to make my document management tasks more efficient. For example, I read and check end customer letters for elements such as comprehensibility, style and tone. Defining understandable language in insurance documents means translating complex technical terminology and legal formulations into simple, clear and directly comprehensible expressions. The aim is to present information in such a way that it is accessible to the vast majority of readers without any special prior knowledge or additional explanations. This is where AI helps me. Generative AI allows me to check and process documents more quickly, which leads to faster turnaround times. This not only saves time, but also reduces the risk of human error. This faster and more accurate processing of documents leads to a better service for my internal and external customers.

Editorial team: How does AI improve comprehensibility and transparency in customer communication?

Umar Choudhry: In my work, AI is playing an increasingly important role in improving customer communication. By using generative AI, I can check the comprehensibility and transparency of documents at the touch of a button and significantly improve them more quickly. Less manual effort means that I can utilize my resources more efficiently.

With AI as a co-worker, I analyze documents and it suggests simpler formulations without losing important legal or technical content – at least that’s my aim. For example, complicated contract clauses or insurance conditions are presented in understandable language.

Editorial team: What challenges were there when introducing AI in document management, and how were these overcome?

Umar Choudhry: When introducing AI-supported processes in document management, I encountered several challenges. One of the biggest challenges was data quality and consistency. The documents that I revise or create often come from different sources and are available in different formats and structures. To train effectively with AI models, I need to ensure that my prompts are clean and of high quality.

Employee acceptance is also an important aspect. In conversations with colleagues, there is skepticism about the new technology, with some fearing that AI could replace their tasks. To counteract this, I seek out personal conversations, give talks and offer to give workshops to raise awareness of the benefits of AI and show how it can make our work easier. I always emphasize that AI takes over repetitive and time-consuming tasks so that I can focus on strategic activities.

Data protection and compliance pose further challenges. As I also work with sensitive customer data, I make sure that I don’t use the AI for sensitive data, but only for data that is generally accessible to the public.

Editorial team: How has AI changed the way your colleagues work, and what measures promote positive collaboration with the technology?

Umar Choudhry: The integration of AI has had a noticeable impact on the way I work. By using AI technologies, I can automate repetitive and time-consuming tasks, which allows me to focus on strategic and value-adding activities. This leads to increased efficiency and productivity.

Yes, there are initial concerns and uncertainties. Some people fear that AI could jeopardize jobs or that they won’t be able to cope with the new technologies. In order to promote positive acceptance and cooperation between humans and machines, I recommend various measures with which I have had good experiences: personal discussions, transparent communication, training and workshops, emphasizing the benefits for the individual, sharing success stories, promoting a supportive culture, motivating a playful approach.

Editorial team: How will AI shape the insurance industry in document management and customer communication, and how is your company preparing for this?

Umar Choudhry: I see the future role of AI in the insurance industry as extremely promising and groundbreaking, especially in the area of document management and customer communication. AI will continue to help optimize processes, increase efficiency and enable personalized services. In the area of document management, I expect AI to be integrated even more strongly into the automation of routine tasks. This includes the automatic classification of documents, intelligent data extraction and even the prediction of customer needs based on document content. As technology advances, we could use AI to analyze contracts and policies in real time and immediately identify potential risks or discrepancies.

In customer communication, AI will play a key role in the provision of personalized and proactive services. Chatbots and virtual assistants are becoming increasingly natural in their interaction and can process more complex enquiries. In addition, AI makes it possible to analyze customer data in order to create customized offers and strengthen customer loyalty.

© Coverimage: Umar Choudhry