EFFECT OF ARTIFICIAL INTELLIGENCE ON OPERATIONAL PERFORMANCE OF NIGERIA HEALTH INSURANCE AUTHORITY

Abstract

The application of artificial intelligence to insurance companies' core business operations has garnered increasing interest. Nevertheless, research and practice have struggled to fully grasp the dynamics of this application. For this reason, this study evaluated the effect of AI on insurance underwriting, customer service delivery, insurance claim provision, and insurance marketing. We gathered respondents' information using a well-designed questionnaire. With a population of 4109, the Taro Yamane sample size formula for limited populations was used to produce a sample size of 310. The data was presented using both inferential and descriptive statistics, and the developed hypothesis was tested using a multiple regression model. According to the study, artificial intelligence contributes to improving insurance risk underwritten, customer service delivery but has a negative impact on insurance claims
processing. This study concludes that the introduction of artificial intelligence has not only improved the performance of NHIS but the Nigerian healthcare delivery system. The study recommends that; NHIS should enlist more standard hospitals, review customer service delivery in all accredited hospitals and the government may diversify their investments in insurance claims, handling, and service delivery within the within the Nigerian insurance sector.