Adoption of Artificial Intelligence to manage records in support of the claims management system at the Road Accident Fund in South Africa

Abstract

The purpose of this study was to investigate the adoption of artificial intelligence (AI) to manage records in support of the claims management system at the Road Accident Fund (RAF) in South Africa. The convergent mixed methods research was applied, and data were collected through document analysis, interviews, observation, and questionnaires. The sampled population of the study included one acting senior manager for support services, the Manager for Correspondence and Documents Management Services, senior administrative officers, administrative officers, junior administrative officers and administrative assistants. Quantitative data results were presented descriptively and by means of tables, graphs and figures, whereas the qualitative data results were quoted verbatim. The findings revealed that the records are not being adequately managed to support the claims management system at the Road Accident Fund. Based on the research findings, the study recommends the adoption of artificial intelligence by the Road Accident Fund, so as to digitise and manage records to support the claims management system. An AI-powered framework has been proposed to guide the current paper-based system towards digitisation.