1
00:00:00,800 --> 00:00:02,307
Nobody handled this claim.

2
00:00:02,307 --> 00:00:06,307
The decisions were made in advance,
by people who never saw the file.

3
00:00:07,907 --> 00:00:11,186
A file that goes straight through
is not one the system understood.

4
00:00:11,186 --> 00:00:13,291
It cleared tests written
before it arrived.

5
00:00:14,491 --> 00:00:18,704
Machine learning decides less on that
path than the arithmetic at the end.

6
00:00:20,304 --> 00:00:22,344
The path, gate by gate.

7
00:00:23,644 --> 00:00:27,747
Intake is structured: every
answer is a field, not a sentence.

8
00:00:27,747 --> 00:00:31,982
The gates are eligibility rules
— cover, one vehicle, no injury.

9
00:00:31,982 --> 00:00:36,615
Then two scores attach, complexity
and fraud, each compared to a line.

10
00:00:37,815 --> 00:00:41,570
And the line is arithmetic: below the
estimate, below both scores, pay it.

11
00:00:41,570 --> 00:00:44,056
That is the whole of
straight-through processing.

12
00:00:46,056 --> 00:00:47,353
So what was the waiting?

13
00:00:48,653 --> 00:00:51,125
The automated decision
is almost immediate.

14
00:00:51,125 --> 00:00:54,575
She lived through the plumbing
underneath it: a payment run,

15
00:00:54,575 --> 00:00:55,840
a repairer's schedule.

16
00:00:55,840 --> 00:00:59,405
Regulatory windows sit on top
of that plumbing, not inside it.

17
00:01:00,605 --> 00:01:03,923
Touch time can fall away while
her experience does not change,

18
00:01:03,923 --> 00:01:05,903
and the reported figure will be true.

19
00:01:07,903 --> 00:01:09,671
Now change one fact at a time.

20
00:01:10,971 --> 00:01:13,726
The estimate came in low,
and she is underpaid.

21
00:01:13,726 --> 00:01:17,654
A wording excluded her loss, but
it lived in prose, not in a field.

22
00:01:17,654 --> 00:01:20,175
A score was the whole
of the fraud control.

23
00:01:20,175 --> 00:01:22,168
Or it fired on a legitimate claim.

24
00:01:23,368 --> 00:01:26,615
Each is a threshold consequence,
not a model failure.

25
00:01:28,615 --> 00:01:32,898
Leakage runs both ways: automation
removes what inattention cost,

26
00:01:32,898 --> 00:01:35,270
and adds what a rule's answer costs.

27
00:01:36,870 --> 00:01:39,920
Payment above what was owed
lands in your loss ratio.

28
00:01:39,920 --> 00:01:43,430
Payment below improves it, and
surfaces later as a complaint.

29
00:01:44,630 --> 00:01:48,928
Nobody outside an insurer can tell a
claim that needed no handling from one

30
00:01:48,928 --> 00:01:49,731
that got none.

31
00:01:49,731 --> 00:01:52,367
Only a sample of the
automated population can.