{"about":{"site":"https://codewithpapers.app","non_affiliation":"Code with Papers and Syntology are not affiliated with, endorsed by, or sponsored by Papers with Code, Meta, or the pwc-archive mirror.","licence":"CC BY-SA 4.0","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","attribution":"https://codewithpapers.app/attribution","modified":"archive material modified by Syntology; see the attribution page"},"url":"/paper/computational-analysis-of-insurance","title":"Computational Analysis of Insurance Complaints: GEICO Case Study","arxiv_id":"1806.09736","date":"2018-06-26","proceeding":null,"authors":["Amir Karami","Noelle M. Pendergraft"],"abstract":"The online environment has provided a great opportunity for insurance\npolicyholders to share their complaints with respect to different services.\nThese complaints can reveal valuable information for insurance companies who\nseek to improve their services; however, analyzing a huge number of online\ncomplaints is a complicated task for human and must involve computational\nmethods to create an efficient process. This research proposes a computational\napproach to characterize the major topics of a large number of online\ncomplaints. Our approach is based on using the topic modeling approach to\ndisclose the latent semantic of complaints. The proposed approach deployed on\nthousands of GEICO negative reviews. Analyzing 1,371 GEICO complaints indicates\nthat there are 30 major complains in four categories: (1) customer service, (2)\ninsurance coverage, paperwork, policy, and reports, (3) legal issues, and (4)\ncosts, estimates, and payments. This research approach can be used in other\napplications to explore a large number of reviews.","url_abs":"http://arxiv.org/abs/1806.09736v1","url_pdf":"http://arxiv.org/pdf/1806.09736v1.pdf","source":{"archive":"pwc-archive (Hugging Face), CC BY-SA 4.0","snapshot":"2025-07-28","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","row_kind":"abstracts"},"code_links":[{"paper_slug":"computational-analysis-of-insurance","repo_url":"https://github.com/amir-karami/Geico_Negative_Reviews","is_official":1,"mentioned_in_paper":1,"mentioned_in_github":0,"framework":"none","reach":null}],"tasks":[],"methods":[],"datasets_introduced":[],"methods_introduced":[],"results":[],"syntology":{"syntology_url":null,"atlas_url":null,"mcp":null,"developers":"https://syntology.ai/developers"},"arxiv_metadata":null,"syntology_extracted_results":null}