Embrace Pet Insurance, a top-rated pet health insurance provider for dogs and cats in the United States, has launched Apollo, an AI platform to automate routine claim processes such as document handling, data extraction and claim adjudication. The platform, which was built completely in-house, is over 75 percent faster than Embrace’s standard claims processing method. Utilizing the trademarked “Lightning Claims” protocol to predetermine covered claims, Apollo has processed nearly 250,000 claims since its launch in June 2022, which represents more than 50 percent of all claims processed during that time period.
Since the tool’s introduction, Embrace has leveraged Apollo to improve customer service and provide even more efficient reimbursements while also freeing up critical time for Embrace claims adjusters to focus on high-value activities like providing personalized client communications, strengthening customer relationships and addressing complex claims. While the platform is currently being used primarily by the Claims team, Embrace is highly invested in expanding the use of AI across all aspects of the business where there is the opportunity for processes to be improved and benefit from automation.
“Embrace’s Apollo processing system ensures we provide an exceptional customer experience through a combination of AI technology, human intelligence and top-tier customer support,” says Brian Macias, president of Embrace Pet Insurance. “Apollo enables our team to be more productive and efficient, while maximizing the speed at which claims are reimbursed. AI is not replacing the expertise of our claims adjusters, but rather allows them to focus on more complex claims and projects where their experience is best utilized.”