Strategic partnership delivers faster, smarter, and more empathetic insurance experiences across the UAE
In a major leap toward digital transformation, Tokio Marine Insurance UAE has revolutionized its claims registration process by partnering with Kodak Alaris to deploy AI-driven document automation. The initiative has resulted in a 90% reduction in processing time, significantly enhancing customer satisfaction and operational efficiency.
Faced with the challenge of manually handling up to 600 claims daily—especially in the wake of the 2024 floods—Tokio Marine sought a scalable solution that could maintain its high service standards under pressure. The answer came in the form of Kodak Alaris’ Info Input platform, powered by Microsoft Document AI, which now automates data extraction from complex document sets including police reports, Emirates IDs, and vehicle registrations.
“Technology is most valuable when it improves lives.”
— Mohamad Bader, Senior Manager – Information Technology, Tokio Marine Insurance UAE
“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.”
The transformation has been swift and impactful. Claims that once took days are now processed within hours. The automation platform handles triple the volume with 60% fewer exceptions, allowing staff to focus on complex cases that require human judgment. This shift has not only improved job satisfaction but also elevated the quality of customer interactions.
Beyond speed, the system captures more data per claim, enriching insights for compliance, forecasting, and personalized offerings. “We’re not just faster—we’re smarter,” said Bader. “The trust we build through timely responses is what truly sets us apart.”
Kodak Alaris’ tailored approach, including in-depth discovery and proof-of-concept validation, ensured the solution was aligned with Tokio Marine’s operational goals and customer-first ethos.
This partnership stands as a benchmark for how thoughtful use of AI and automation can deliver tangible business results while preserving the human touch—proving that technology, when applied with empathy, can transform industries.
