How can AI fast track insurance claims?

Joe Porter, head of software engineering at RDT, identified high-volume activities such as first notification of loss capture, document processing, evidence validation and digital triage as strong candidates for intelligent automation.

“For simple, well evidenced claims, getting really strong automation means you can enable straight through processing, for example,” he said. 

“For more complex claims, it is more about gathering the evidence and completing routine checks so when you put it in front of the appropriate expert they get the most value possible.”

David Sheppard, head of innovation at Crawford & Company, explained how his business is using AI to radically speed up processes while keeping humans involved to check that everything is as it should be when a determination flag is raised.

The panel also considers how insurers can strike the right balance between automated fraud detection and ensuring genuine customers are not subjected to unnecessary delays or scrutiny.

The discussion turns to the role of human expertise, particularly when dealing with complex or high-value claims where the judgement and experience of a skilled claims professional remain important.

Customer experience is another key theme, with Nicola Dryden, chief client officer of Sedgwick, considering the importance of human interaction when someone has experienced a major loss, bereavement or other traumatic event.

The conversation also explores how the role of claims professionals could change as AI takes over more routine work, and what skills will be needed as the technology becomes increasingly embedded.

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