For many organizations, the claims journey can be manual and cumbersome. Now, AI and automation are beginning to redefine how we navigate claims, offering early signs of faster outcomes, clearer processes and improved transparency.
The insurance industry is using AI to improve the claims experience by:
- Implementing AI data harvesting capabilities and automating certain parts of the claims lifecycle with Robotic Process Automation (RPA), making the process more efficient
- Enriching the data available to claims handlers, allowing for deeper trend analysis and using precedent from previous claims to provide the best outcome
- Speeding up the claims lifecycle, enabling faster resolution and payment for clients
3-5%
AI tools can give claims a 3-5% boost in accuracy.
Source: McKinsey
One risk of over-reliance on AI in claims is the potential to lose the human touchpoint. However, “Human experts will remain crucial in refining the AI response, improving consistency, building trust and delivering quality decisions,” says Mona Barnes, Aon’s Global Chief Claims Officer.
How to take advantage of AI and automation:
- Identify areas where automation and AI could streamline workflows, reduce manual effort and improve turnaround times.
- Equip teams with the right skills to work alongside new technology and foster a culture that embraces a balance of innovation and human expertise.
- Collaborate with brokers and insurers that prioritize digital innovation to benefit from the latest claims advancements.
“We’re just at the beginning of the AI journey. In five years — as AI models mature from executing tasks to learning and adapting to them — the tech will increasingly support targeted aspects of the claims process. For organizations, this will mean faster claims resolution, better data insights and more personalized service, delivering added value and setting a new standard for the industry.” Eric Samp, AON Global Director, Claims
By AON
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