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

Abstract

Artificial Intelligence (AI) has become a popular invention in the universe, even in the fifth industrial revolution focusing on harmonious human-machine collaboration. This collaboration aims to eliminate competition between human intelligence and AI. This study aims to investigate the adoption of AI to manage records in support of the claims management system at the Road Accident Fund (RAF) in South Africa. Parliament created the organisation to provide compulsory cover to road users. The RAF offers obligatory cover to road users to protect South Africans (and foreigners visiting). The cover extends to anyone who causes an accident, and then the organisation steps in to indemnify the person who caused the accident by providing personal injury and death insurance to the victims or their dependents. The institution operates on a fault-based basis. The RAF creates and exchanges large volumes of records throughout the claims management process while establishing fault. It is the fault-based claims management system that makes the institution record-driven. This study's population will be the Correspondence and Document Management Services employees who performs records management functions in the Pretoria regional office. A mixed methods research approach with a convergent design will be used, and data will be collected through document analysis, interviews, observation, and questionnaires. The conceptual framework will be derived from artificial intelligence, digital transformation, and records management theories. The study aims to propose a model for adopting AI to manage records in support of the claims management system at the RAF, which will explain the digital transformation process of digitising records using 5IR technologies. The proposed model will make a valuable contribution to knowledge.