Artificial intelligence

Artificial intelligence (AI) is a way of teaching machines to do things that usually need human thinking. For example, spotting patterns in data, making predictions or creating new content.

We use AI to support our existing activities, including processing your personal data.

Before we process your personal data using AI, we do risk assessments and review the AI use cases to make sure our use complies with data protection laws, the Equality Act 2010, and other regulatory standards.

Just so you're aware, we use some external companies to give us certain AI applications. We might share your personal data with those other companies so we can use those applications. Find out more about how we share your personal data.

We mostly use AI for:

• underwriting and pricing (for example, improving our pricing models and using collected data to give people an accurate price for insurance or other finance products)
• managing claims
• helping find and stop fraud
• customer communications, experience, and engagement (for example, we offer virtual AI chatbots to help you, use AI in marketing to recommend relevant content, and to improve certain processes, like speeding up how long it takes us to process a complaint)