VitalityLife has announced it will implement Swiss Re’s PromiseXP claims assessment platform across its term life and whole-of-life businesses to improve how claims are triaged and routed.
What the technology will do
The PromiseXP platform will assess the complexity and risk profile of each claim at the outset, helping to determine whether a file should follow a routine pathway or receive more detailed review. The stated objective is to match case handling to need more quickly, freeing capacity for cases that require in-depth human attention.
- Scope: deployment across term life and whole-of-life policies.
- Function: initial triage to assess complexity and risk.
- Human role: claims assessors will continue to conduct reviews and make decisions, with more resource focused on complex cases.
Why it matters
For policyholders and advisers, the change is pitched as improving the speed and appropriateness of claim handling at a sensitive moment. For VitalityLife the technology is intended to bolster claims capacity as the business grows, ensuring straightforward cases are processed efficiently while reserving experienced assessors for difficult claims.
"The point of claim is one of the most important moments in the customer journey and, in life insurance, comes during a challenging period of uncertainty for families," said Justin Taurog, CEO of VitalityLife.
Swiss Re framed the partnership as consistent with its mission to improve resilience and streamline the claims experience. Claire Nolan, head of Swiss Re’s life and health underwriting and claims for UK & Ireland, described the deal as a "transformative automation partnership" and thanked teams from both organisations.
Operational implications
Vitality’s approach leaves final judgement with human assessors while using automation to direct cases more efficiently. That hybrid model is increasingly common in insurance: algorithmic tools for sorting and prioritising, with humans retained for adjudication and complex judgement calls.
| Feature | Role |
|---|---|
| PromiseXP platform | Initial claims triage, risk and complexity assessment |
| Claims assessors | Review and decision-making, increased focus on complex cases |
As insurers adopt more automation, questions about transparency, auditability and how customers are informed about automated steps will become more salient. VitalityLife’s announcement emphasises service quality and capacity rather than replacing human oversight.
The deployment is presented as an operational improvement designed to enhance the experience for members and advisers as claim volumes and business scale evolve.
