Social media provides a more direct and relevant way for customers to interact with carrier’s around a claim and customers are active and vocal in sharing their positive or negative experience and the quality of customer experience can have a direct effect on the carrier's brand image and its customer base. After taking out an insurance policy, most customers will only interact with their insurer when they’re under the stress of experiencing a loss and need to make a claim. This is where most customer pain-points are typically realized. We apply NLP techniques with human-in-the-loop methodology to understand and eliminate the pain in the claim.
Sid heads the claims analytics function at Hiscox, where he leads a team of data scientists across US, UK and Europe, helping claims operations with insights, forecasts and automation through the application of machine learning, modelling and NLP technologies. Sid has a Masters in data science from Ghent University, Belgium and has worked as an analytics consultant across industries applying machine learning, automation and AI to drive business outcomes. Previously Sid founded Orox.ai, an analytics as a service platform for marketing automation and analytics.