Résumé:
This study addresses how artificial intelligence can enhance GIG Algeria’s motor
insurance operations, from subscription to claims management, while optimizing efficiency and
maintaining customer trust through a balanced integration of technology and human oversight
with an in-depth study of GIG Algeria. It is based on a mixed methodological approach
combining quantitative and qualitative studies along with process design. The results show that
stakeholders demonstrate strong support for digital transformation and AI implementation
across the entire motor insurance process. Customers exhibited significant acceptance and
expressed a genuine need for AI-driven solutions to improve accessibility and speed. The
findings highlight the development of a strategic framework that leverages technological
innovation to streamline operations while ensuring customer-centricity and creating a robust
foundation for this innovative project at GIG Algeria. The study demonstrates that digital
transformation in motor insurance requires careful integration of automated processes while
preserving essential human touchpoints to enhance customer experience and operational
efficiency.
