AI is moving from experimentation to execution in insurance claims. Where AI delivers measurable business value?
Claims remain one of the biggest opportunities. Adjusters spend a significant share of their time reviewing medical records, emails, reports and claim notes rather than making decisions.
As claim volumes increase and customer expectations rise, these manual processes become a growing operational bottleneck.
AI is helping change that. AI is embedded into everyday workflows. It can summarize documents, organize information, automate documentation and surface the right insights when adjusters need them.
AI in insurance claims: the numbers
- Claims handlers are expected to see more than 50% of today’s claims activities automated by 2030, allowing professionals to focus on complex cases and customer interaction rather than administration.
- McKinsey estimates that AI can improve claims accuracy by 3-5%, while leading insurers are already reporting measurable operational gains.
- Aviva deployed more than 80 AI models across its claims operations, reducing liability assessment time for complex claims by 23 days, improving claim routing accuracy by 30%, cutting customer complaints by 65%, and generating more than £60 mn in annual savings.
- According to Accenture, up to $170 bn in global insurance premiums could be at risk by 2027 because of poor claims experiences, making claims transformation one of the industry’s highest strategic priorities.
- Only 35% of insurance claims executives describe their organizations as advanced in AI adoption today, yet 65% plan to invest at least $10 mn in AI and automation over the next three years, according Beinsure.
- 40% of inbound claims calls are simple status inquiries that can be automated with AI-powered communications, reducing call volumes while improving customer experience.
- McKinsey & Company estimates that nearly half of the work performed by claims professionals can ultimately be supported or automated by AI, shifting their role toward decision-making, negotiation and customer engagement rather than document processing.
Reducing administrative work allows claims professionals to focus on complex decisions, customer communication and return-to-work planning, areas where human judgment creates the greatest value.
Results: shorter claim cycles, lower loss adjustment expenses, faster recovery for injured workers, more consistent claim outcomes and higher customer satisfaction.
Dynamic trends are influencing the size and complexity of claims around the world. Proactive insurance claims management can help organizations recover swiftly after a loss event and manage potential claims exposures.
The challenges of managing increasing claims volumes and complex claims in a dynamic environment underscore the need for subject matter claims expertise and a proactive, data-driven approach.
Insurers must embrace Artificial Intelligence technology to successfully navigate today’s emerging transformative trends that are shaping the insurance landscape. An aging population, reliance on AI, and new technological, environmental, financial and social risks, are top of mind issues for many claims leaders (see How Can AI Technology Change Insurance Claims Management?)
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AUTHOR: Oleg Parashchak – CEO & Founder of Finance Media Holding
