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May 27, 2021 09:25 pm

A Disturbing, Viral Twitter Thread Reveals How AI-Powered Insurance Can Go Wrong

An anonymous reader quotes a report from Vox: Lemonade, the fast-growing, machine learning-powered insurance app, put out a real lemon of a Twitter thread on Monday with a proud declaration that its AI analyzes videos of customers when determining if their claims are fraudulent. The company has been trying to explain itself and its business model -- and fend off serious accusations of bias, discrimination, and general creepiness -- ever since. [...] Over a series of seven tweets, Lemonade claimed that it gathers more than 1,600 "data points" about its users -- "100X more data than traditional insurance carriers," the company claimed. The thread didn't say what those data points are or how and when they're collected, simply that they produce "nuanced profiles" and "remarkably predictive insights" which help Lemonade determine, in apparently granular detail, its customers' "level of risk." Lemonade then provided an example of how its AI "carefully analyzes" videos that it asks customers making claims to send in "for signs of fraud," including "non-verbal cues." Traditional insurers are unable to use video this way, Lemonade said, crediting its AI for helping it improve its loss ratios: that is, taking in more in premiums than it had to pay out in claims. Lemonade used to pay out a lot more than it took in, which the company said was "friggin terrible." Now, the thread said, it takes in more than it pays out. The Twitter thread made the rounds to a horrified and growing audience, drawing the requisite comparisons to the dystopian tech television series Black Mirror and prompting people to ask if their claims would be denied because of the color of their skin, or if Lemonade's claims bot, "AI Jim," decided that they looked like they were lying. What, many wondered, did Lemonade mean by "non-verbal cues?" Threats to cancel policies (and screenshot evidence from people who did cancel) mounted. By Wednesday, the company walked back its claims, deleting the thread and replacing it with a new Twitter thread and blog post. You know you've really messed up when your company's apology Twitter thread includes the word "phrenology." "The Twitter thread was poorly worded, and as you note, it alarmed people on Twitter and sparked a debate spreading falsehoods," a spokesperson for Lemonade told Recode. "Our users aren't treated differently based on their appearance, disability, or any other personal characteristic, and AI has not been and will not be used to auto-reject claims." The company also maintains that it doesn't profit from denying claims and that it takes a flat fee from customer premiums and uses the rest to pay claims. Anything left over goes to charity (the company says it donated $1.13 million in 2020). But this model assumes that the customer is paying more in premiums than what they're asking for in claims. So, what's really going on here? According to Lemonade, the claim videos customers have to send are merely to let them explain their claims in their own words, and the "non-verbal cues" are facial recognition technology used to make sure one person isn't making claims under multiple identities. Any potential fraud, the company says, is flagged for a human to review and make the decision to accept or deny the claim. AI Jim doesn't deny claims. The blog post also didn't address -- nor did the company answer Recode's questions about -- how Lemonade's AI and its many data points are used in other parts of the insurance process, like determining premiums or if someone is too risky to insure at all.

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