Liberty’s Tumi Mothoagae on the importance of automation and AI in the claims process

In this What’s Next with Aki Anastasiou interview, Tumi Mothoagae discusses how AI helps Liberty to streamline the claims process for its clients. Mothoagae is the Divisional Executive for Claims Management at Liberty Group South Africa and has worked at the company for 13 years. During this time, she has held the roles of Team Manager and Financial Advisor – having joined the company after being an Associate Lecturer at Wits University. In this What’s Next interview, Mothoagae discusses how Liberty has integrated technology into its claims processes – ensuring death and funeral claims can be processed in under 20 minutes, and lifestyle claims can be processed within 24 hours. She explains how this is enabled by the use of AI, which pulls extensive data from multiple sources. Mothoagae then discusses the challenges Liberty faced when implementing automation into its claims processes – including dealing with increased claims volumes due to COVID-19 – as well as how employees benefit from having repetitive processes removed. Mothoagae concludes the interview by unpacking the metrics which show how successful the integration of modern technologies has been for Liberty.