I feel sorry for policy holders. Medical screening and AI issues
I work for a corporate travel insurance company.
We don't need medical knowledge and we don't have access to patients'medical records.
We ask if they've taken a 1 off, repeat prescriptions in the last 6-12 months.
Policy holders interpret this as "new medication" in the last 6-12 months. This is always always confusing policy holders.
The only reason I know this is comfusing due to my experience, complaints and pushback from poor customers.
I was biased thinking its a "them" issue but started asking the customers if theres a better/no confusing way to explain this, even though scripts are regulatory.
AI is now doing SOME medical screenings.
I cannot imagine how many people aren't going to be covered for their pre-existing medical conditions because AI didn't dig deep enough, or picked up on certain phrases, words, meditcations.
Humans make mistakes, but this AI stuff aint gonna be digging deep, noticing signs of other medical conditions or medications to ask about in a deeper setting.
AI definetly has its place in call centres, but not this.
My role will change to a complaint handler within 2-3 years if this gets rolled out company wide.
Damn. Insurance is gonna be doomed