AI in Claims: From Efficiency Tool to Strategic Enabler
AI is moving beyond experimentation and into practical application across insurance claims, with technology increasingly supporting everything from document review and triage to claims summarisation and portfolio analysis.
In its latest article, the Lloyd’s Market Association brings together perspectives from DOCOsoft, Guidewire and Charles Taylor to explore how AI is changing claims handling and where providers believe the technology can deliver real value.
A key theme is the opportunity to automate routine and repetitive work. Document review, workflow management and triage are areas where AI can reduce administrative workloads, giving claims professionals more time to focus on customer engagement, negotiation, decision-making and complex case management.
For the London Market and specialty insurance sector, Guidewire highlights the time currently spent reviewing bordereaux, policy schedules, endorsements, broker correspondence and expert reports. AI could increasingly take on this reading and reconciliation work, while future agentic AI applications could support multi-step activities including requesting missing documentation, validating third-party data and drafting communications.
The opportunity extends beyond efficiency. DOCOsoft highlights the potential to unlock information held within unstructured documents such as emails and reports, helping claims teams identify patterns and generate insights that could inform areas including underwriting, pricing, reserving and risk management.
However, the article also reinforces the continuing importance of human expertise. The providers agree that areas involving significant legal, financial and reputational consequences, including coverage decisions, settlement strategies, reserving judgements and disputed claims, should remain under human control.
The emerging picture is therefore one of augmentation rather than replacement: AI taking on more processing, organisation and analysis, while claims professionals continue to provide the judgement, negotiation, empathy and accountability needed for effective claims outcomes.
