As part of its health insurance for companion animals, resulting from the acquisition of Coya, the non-insurer Luko relies on the data management platform Kili Technology to accelerate the reimbursement of veterinary expenses.
AdvertisingWith the takeover of the German insurer Coya at the start of 2022, the new French insurer Luko has integrated into its portfolio a health insurance offer for pets, currently only present in Germany. For customers of this offer, the company has decided to launch a rapid reimbursement service for veterinary expenses, based on the platform of Kili Technology, another French start-up that automates invoice processing using artificial intelligence. Luko is thus continuing its strategy of differentiation initiated in home insurance, which relies heavily on the use of data and AI.
In order to improve the customer experience for policyholders, Luko has implemented the Kili Technology tool to speed up the processing of veterinary invoices, which represent several thousand documents received each month. Once the invoices have been scanned, the solution automatically scans the documents to extract useful data in the form of annotations. These annotations then feed an automatic processing algorithm based on artificial intelligence, capable of triggering reimbursement if the conditions are met. The quality of the data extracted makes it possible to improve the relevance of the algorithm over time.
70% of refunds made automatically
Thanks to this project, the proportion of reimbursements made automatically has increased from 40% to 70% in a few months, which has made it possible to reduce the reimbursement period by a maximum of two to seven days for policyholders, instead of three weeks a month previously. . Both companies are continuing their efforts to increase the share of reimbursement automation to 85% by June 2022. Collaborating with Kili Technology has allowed us to simplify and automate the processing of veterinary invoices, in order to drastically reduce reimbursement times and significantly improve customer satisfaction. Our NPS (customer satisfaction rate) has grown to 50-60%, appreciates Raphal Vullierme, CEO and co-founder of Luko.
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Aurlie ChandezeCIO Deputy Editor-in-Chief
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