Artificial intelligence statement

Varma uses artificial intelligence (AI) to ensure easy and smooth service and efficient processes for customers.

Our artificial intelligence statement explains the principles that guide the use of artificial intelligence at Varma and the matters in which we use artificial intelligence (use cases). When using artificial intelligence, we comply with the EU General Data Protection Regulation (GDPR), the EU Artificial Intelligence Act and other applicable legislation.

What are the principles that guide the use of artificial intelligence at Varma?

At Varma, the use of artificial intelligence is governed by the ethical guidelines for artificial intelligence. Our goal is to use artificial intelligence in a responsible way that increases the efficiency and quality of operations, promotes the best interests of our customers and supports the work of Varma’s employees. In using artificial intelligence, we safeguard ethical sustainability by maintaining responsibility and control by people, ensuring sufficient transparency and comprehensibility in the use of artificial intelligence and actively assessing the impacts of the artificial intelligence system from various points of view

At Varma, artificial intelligence is used as an aid in expert work. Artificial intelligence does not replace expert judgement or make decisions.

What data does Varma process using artificial intelligence?

Artificial intelligence be used for processing

  • personal data
  • customer and insurance data
  • application and decision data
  • communications and service data
  • Varma’s internal documents, materials and other data 

In processing personal data, Varma complies with the EU General Data Protection Regulation (EU) 2016/679 and other applicable legislation. The legal bases, purposes, retention periods and rights of the data subject for the processing of personal data are described in Varma’s privacy statements. 

When we use artificial intelligence for processing other confidential data, such as information covered by insurance secrecy, we ensure its confidentiality by assessing the impacts and risks related to the use of artificial intelligence throughout the life cycle of the processing of the information, starting from the phase of planning use.

What do we use artificial intelligence for?

Below, we describe the key use cases of artificial intelligence at Varma and the risk categories we have defined for them based on the EU’s Artificial Intelligence Act.

We use artificial intelligence to support the preparation of memos of customer service calls and in the speech recognition of automatic answers in text form.

Risk category: Minor risk 

Artificial intelligence functions as an assistive tool, and an expert checks the content it produces. Customer data is not used for training or developing artificial intelligence. 

Artificial intelligence is used for general customer advice on the website (chatbot). You can also discuss with a customer service agent in the chat during Varma’s opening hours.

Risk category: Limited risk

Artificial intelligence does not make decisions or make individual assessments of customers' benefits. Limited risk means complying with transparency obligations, i.e. telling the customer that they are dealing with artificial intelligence.

Artificial intelligence is used to draft customer messages and responses and collect background information.

Risk category: Minor risk

Artificial intelligence functions as an assistive tool, and an expert checks the content it produces. Customer data or other confidential information is not used for training or developing artificial intelligence.

Artificial intelligence is used to draft, edit and format texts, documents and messages.

Risk category: Minor risk

Artificial intelligence functions as an assistive tool, and an expert checks the content it produces. Customer data or other confidential information is not used for training or developing artificial intelligence

Artificial intelligence is used to help interpret the information displayed in the graphs and the survey results obtained.

Risk category: Minor risk

Artificial intelligence functions as an assistive tool, and an expert checks the content it produces. Customer data or other confidential information is not used for training or developing artificial intelligence

Pension and insurance decisions are not made using artificial intelligence

Pension and insurance decisions are made in accordance with legislation either by an expert or in the automated decision-making procedure provided for by law. The automated decision-making procedure is not based on artificial intelligence, but on predefined, precise processing rules, i.e. rule-based automation.

More information about Automated decision-making