Business Intelligence

Segmenting Textual Data for Automobile Insurance Claims

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Executive Summary

Text-based data contains a wealth of information. They can provide insight into information that may not be possible with structured quantitative data. In this paper, actual textual data is analyzed using SAS Text Miner. Customers posted auto insurance claim related questions online, hoping to gain expert advice. These questions were analyzed and classified based on the nature of the claims. This text mining exercise has numerous business improvement possibilities, such as enabling online consultants to answer a customer's question more efficiently, based on the consultant's expertise.

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