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May 7, 2013 /PRNewswire/ -- IBM (NYSE:
IBM) today announced that
Security First Insurance, a leading homeowners insurance firm based in
Florida, is using smarter content software from IBM and partner Integritie to collect and analyze big data including social media and email to quickly begin the claims resolution process for customers who have been impacted by a storm.
Ormond Beach, Florida, Security First Insurance serves nearly 180,000 customers.
Florida has more people and property exposed to hurricanes than any state in the country.
Using the combined IBM and Integritie solution, Security First Insurance can now turn social media into an actionable communications channel during a major disaster. The software analyzes incoming messages sent by email and social media using text mining, text analytics and natural language processing to detect words that convey distress or identify significant property damage. Security First Insurance can then prioritize the messages and route them to proper personnel to promptly resolve the issue.
During a typical month, Security First Insurance processes 700 claims for damaged property and possessions, which is less than ½ of one percent of its customer base. However, in the aftermath of a hurricane, that number can swell to tens of thousands within days. In the past, customers submitted claims primarily by phone and sometimes email. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company's Facebook page or Twitter feed.
"When customers experience a loss, our goal is to begin the recovery process as quickly as possible," said
Werner Kruck, chief operating officer at Security First Insurance. "IBM's big data analytics software allows us to automatically prioritize and route incoming messages saving us a tremendous amount of time and effort. Responding quickly to our clients to meet their expectations is our top priority, and IBM is helping to make that possible."
The text analysis in the software helps Security First Insurance filter incoming communications that might contain profanity, for instance, and audit outbound messages. The IBM and Integritie solution logs all social networking interaction, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.