Europ Assistance initiates AI program to enhance its customer claim experience

Europ Assistance has announced the implementation of the Travel intelligent Document System (TiDS), a machine-learning program, which will automate document analysis to improve customers’ experience when submitting a claim.

This new AI solution is the natural progression of Europ Assistance’s eClaims portal, utilizing Artificial Intelligence and machine learning to create an exceptional customer experience providing instant feedback to customers on the document they provided and further the digitalization process of claims management. Today, document management accounts for a significant part of the total claim management time and with the implementation of the new system, Europ Assistance aims to save valuable time for customers as they navigate the claims process.

The AI document management solution is completely integrated with the customer-facing eClaims portal and the claims management system. Based on a specialized algorithm, the system will learn to analyze the submitted documents and will be able to identify the type of document, detect the language, and extract key variables, among other actions. This machine learning will significantly increase the efficiency of the claims review process, benefitting our customers with a smoother and faster process.

The program will then provide customers with immediate notification if their documents have been properly uploaded and are readable, which will ultimately reduce the time between the moment a claim is filed and its resolution. For Europ Assistance, this new AI solution will steer the focus of claim handlers on client service, handling the more nuanced and complicated aspects of the process.

Antoine Parisi, CEO of Europ Assistance: “The use of this innovative technology will improve our customers’ experience. We pride ourselves in being easy to work with and TiDS really helps us explain what we mean by that.”

The program is launched within Europ Assistance’s Global Competency Center processing claims from Spain, France, the UK, Italy, Belgium, the Netherlands, Germany, Denmark, Russia, Finland, Portugal, Sweden, Norway, and Greece. The plan is to roll-out this solution to other countries.

Further information on the AI program will be shared at Europ Assistance’s Travel Forum in Barcelona, a key industry event where new trends and innovations in the space will be shared on October 2-3 in Barcelona.




The Europ Assistance Travel Forum gathers key players from the travel industry to discuss latest global travel, insurance and assistance market trends and opportunities, product innovation cases, as well as best practices in online merchandising, customer experience, risk and revenue management. On October 2-3 2019, for its second edition, the event hosts 80 executives, directors and managers from airlines, travel agencies, OTAs, tour operators, vacation rental, hotels, cruises, banks and brokers in the vibrant city of Barcelona in Spain.