Start Date
6-10-2025 9:00 AM
End Date
8-10-2025 7:00 PM
Description
India’s insurance dispute resolution system is burdened by long delays, escalating costs, and growing complaint volumes. With the insurance market projected to reach US$ 222 billion by 2026 and recent data showing that leading public insurers registered over 81,000 complaints in FY2023, traditional processes are no longer viable. This paper proposes a “Dispute Resolution as a Service” model for the insurance claim domain, enabled by AI technologies with service design principles. By rethinking dispute resolution as a service, the solution addresses not only the technical requirements for speed and cost reduction but also the softer aspects such as transparency, user-centeredness, fairness, resilience, and trust, that technology alone cannot deliver. The proposed service is designed to streamline claim processes, mitigate implicit bias, and customize procedures based on domain expertise. This integrated approach promises to save time, reduce judicial burdens, and enhance stakeholder satisfaction, underscoring the necessity of aligning service design in dispute resolution.
Citation
Mahamuni, R., Pawar, S., Apte, M.,and Palshikar, G.(2025) Dispute Resolution as a Service: Leveraging Service Design and AI Assistance.. https://dl.designresearchsociety.org/servdes/servdes2025/researchpapers/50
Dispute Resolution as a Service: Leveraging Service Design and AI Assistance
India’s insurance dispute resolution system is burdened by long delays, escalating costs, and growing complaint volumes. With the insurance market projected to reach US$ 222 billion by 2026 and recent data showing that leading public insurers registered over 81,000 complaints in FY2023, traditional processes are no longer viable. This paper proposes a “Dispute Resolution as a Service” model for the insurance claim domain, enabled by AI technologies with service design principles. By rethinking dispute resolution as a service, the solution addresses not only the technical requirements for speed and cost reduction but also the softer aspects such as transparency, user-centeredness, fairness, resilience, and trust, that technology alone cannot deliver. The proposed service is designed to streamline claim processes, mitigate implicit bias, and customize procedures based on domain expertise. This integrated approach promises to save time, reduce judicial burdens, and enhance stakeholder satisfaction, underscoring the necessity of aligning service design in dispute resolution.