A recent roundtable hosted by Insurance Post in partnership with Shift Technology brought together industry leaders to discuss the cautious yet collaborative adoption of AI in claims processing. The consensus? AI is not here to replace human adjusters but to enhance their capabilities, allowing them to focus on empathy and complex decision-making.
Participants emphasised the importance of a hybrid model where AI automates routine tasks while humans handle nuanced cases. As one expert noted, “This is about identifying where humans add value – and using AI to take care of the rest.” Generative AI supports junior claims handlers by embedding expert knowledge into workflows, accelerating learning and improving outcomes.
Customer-centricity remains paramount. Insurers are designing flexible digital journeys that allow customers to choose when to interact with AI or human agents. Proactive communication powered by AI, such as push notifications, helps reduce noise and improve engagement.
Ethical deployment and governance of AI are essential. Firms must proactively address regulatory expectations and ensure transparency. Early testing revealed AI’s limitations, underscoring the need for human oversight and gradual implementation.
Staff involvement is key to success. Engaging claims teams in co-design fosters ownership and reduces fears of job loss. Simplifying workflows with AI frees staff to focus on higher-value tasks.
Technical challenges persist, especially integrating AI with legacy systems and managing complex broker-client relationships. A modular, step-by-step approach to AI maturity, aligned with organisational change, is the way forward.
Ultimately, claims transformation is about building trust—designing AI-human systems that deliver efficiency, fairness, and better customer experiences.
To learn more about how AI is reshaping claims, read the full article on Insurance Post.
