Aviva, the UK’s largest general insurer, transformed its claims process by embedding AI and a digital-first culture across operations. Partnering with QuantumBlack, it deployed 80+ AI models to support decisions on damage assessment, fraud detection, and repair routing, while ensuring human oversight for sensitive cases. The initiative combined strategy, technology, and cultural change, supported by 40,000 training hours. Results include faster settlements, 30% improvement in routing accuracy, 23 days cut from complex liability assessments, 65% fewer complaints, tripled use of recycled parts, and a 7x boost in customer satisfaction.

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