Resorts World, a leading hospitality group, transformed its claims operations by integrating Clive™, Five Sigma’s AI tool for claims teams. Within months of introducing Clive, Resorts World reduced costs by over $150,000 a month, cut millions of dollars in litigation costs by safely rejecting claims, and slashed the time it takes to grasp claims and review documents to seconds instead of hours. Read on to discover how AI claims handling is setting new benchmarks in speed, accuracy, and cost savings, without adding staff.
$ millions
savings in litigation costs
Resorts World Las Vegas: A Leader Embracing Innovation in Claims Management
Resorts World Las Vegas is an iconic resort that has redefined luxury and entertainment on the Las Vegas Strip. This $4.3 billion property offers an unparalleled experience with its 3,506 luxury guest rooms and suites, a state-of-the-art 117,000-square-foot casino, and over 40 world-class dining options. The resort’s sleek elegance and commitment to providing a diverse array of amenities make it a standout destination for both domestic and international travelers seeking luxury, value, and variety in the entertainment capital of the world.
Resorts World handles claims through its own claims team and through managed Third Party Administrators (TPAs). The team handles about 1,500 claims a year in-house. By handling claims operations in-house, it ensures greater control, efficiency, and alignment with its commitment to excellence. Mark Habersack, Executive Director of Risk Management, manages Resort World’s claims team. He’s the winner of the 2021 Heart of RIMS Award and brings 35 years of expertise in the risk management industry.
A Natural Collaboration Built on Proven Claims Handling Success
Resorts World Las Vegas has long relied on Five Sigma’s AI-native claims management platform (CMS) to streamline its claims operations. As a leader in hospitality, the company faces the complexities of managing diverse claims types, including workers’ compensation, general liability, and litigation on an ongoing basis.
As a trusted client of Five Sigma’s claims management platform, Resorts World was given the opportunity to try Clive, Five Sigma’s new AI tool to support claims teams, as it launched in July 2024. Mark and the Resorts World team seized the opportunity. Adopting Clive was a natural progression of their proven success with Five Sigma’s CMS, and the results proved quick to follow—delivering significant improvements across their claims processes. Resorts World quickly became a paying customer also for this new AI product.
Clive AI: Delivering Measurable Impact Across Claims Operations
Clive was seamlessly integrated into Resorts World’s claims operations in just three short weeks, with an onboarding process so intuitive that even the single-hour training session was hardly needed.
Clive’s user-friendly design has empowered the company’s claims team to quickly adapt and maximize Clive’s full potential. Mark and the claims adjusters used Clive’s simple chat interface to ask for different things – information about claims, insights on next steps, and even to perform various tasks – and discovered, sometime coincidentally, the breadth and depth of Clive’s amazing capabilities:
- Speed and Adjusters’ Efficiency: Clive reduces adjusters’ time on understanding claims upon FNOL or when taking over from a different adjuster. Clive summarizes the claims and easily retrieves information from claim documents. Clive can provide summaries and answer queries in under 10 seconds, compared to the manual average of 30–45 minutes that it took to manually understand a claim before.
- Streamlining General Liability Cases: Resorts World uses experts at the TPAs to assess General Liability cases. The previous process that lasted for many years, was that the company sends the experts such cases, along with all documentation, consisting of hundreds of pages. The expert reviewer took a full day’s work and charged $1,275 per case. The claims team asked Clive to perform a similar review of a case, which was also sent to a human expert reviewer. The result amazed Mark and the team. Clive reviewed hundreds of pages in just 37 seconds, and produced a superb report. Not only did Clive highlight all the red flags that the human reviewer has listed, it also uncovered additional insights that were missed during the manual review. Consequently, the company now refers almost all such reviews to Clive instead of the external expert, at no additional cost per analysis.
- Workers’ Compensation Support – When asked about certain Workers’ Compensations claims, Clive went the extra mile and provided the Resorts World team with actionable safety recommendations to avoid certain types of claims in the future. Clive provides recommendations such as engineering fixes, procedure improvements, training and re-training programs, and enforcement strategies to reduce risks. It allowed Resorts World to review what policies are in place and revise them to make them better and make work safer. As a result, the severity of claims following policy reviews has decreased significantly, and Resorts World has a low severity of work compensation claims in comparison to its hospitality competitors.
- AI Claims Oversight and Supervision – As part of Resorts World’s commitment to operational excellence, Mark also leveraged Clive to enhance supervision and oversight across the team’s claims operations. Mark uses Clive almost daily to review claims as the team leader, identify trends, and uncover potential issues. Clive allows Mark to make faster and better decisions on interventions and strengthens his operational control with unmatched visibility.
Proven Return On Investment and Tangible Benefits for Claims Teams
In the months since adopting Clive AI, Resorts World has reaped significant benefits across its claims operations, demonstrating measurable Return on Investment (ROI) and tangible operational benefits:
- Litigation and TPA Cost Reduction – By leveraging Clive’s advanced AI capabilities, the company has successfully cut litigation costs by millions of dollars from demand to payment. Clive has analyzed the legal circumstances and detected pending cases that are eligible for safe rejection. This enabled the claims team to determine that hundreds of claims do not pose real risk for the company and to avoid unnecessary legal expenses.
- Generating Expert Reviews In-House for General Liability Cases: Instead of sending cases for review by external experts, the team has Clive do the analysis, and Resorts World saves about $150,000 per month.
- Time Saving for the Claims Adjusters: “There are substantial savings in people’s time since we use Clive.” says Mark Habersack. “Clive AI can get through large documents and summarize them quickly. He can quickly review incidents and claims, highlighting risks and red flags, and suggesting tasks to consider in moving claims forward.” Mark estimates the time saved per team member is 33% of a workday.
- Scalability without Additional Headcount – As Resorts World expands and grows its business, so does its claims volume grow. Clive enables Mark and his team to handle such expansion in claims volume without hiring additional staff. Given the time that Clive saves, the current team will be able to effectively handle many more claims every year. Clive’s capabilities and the use cases where it helps the team also keeps evolving and expanding. This saves Resorts World hundreds of thousands of dollars annually in future labor costs that can be avoided through its use of Five Sigma’s technology – both the Claims Management Platform and Clive AI.
Innovating for Tomorrow: Clive’s Future Developments at Resorts World
As Resorts World scales operations, they plan to incorporate new features of Clive’s capabilities like cross-claim analysis, as well as creating a predefined FAQs form to reduce time spent on repetitive queries. These innovations aim to refine existing workflows, providing even greater value to the claims team. By embracing advanced technologies like Clive AI, Resorts World Las Vegas positions itself as a leader in the hospitality industry, ensuring its claims operations are as exceptional as the guest experiences it delivers.
About Resorts World
Resorts World Las Vegas, located on the iconic Las Vegas Strip, is one of the largest and most innovative integrated resort destinations in the United States. Offering world-class accommodations, dining, and entertainment, Resorts World is renowned for its commitment to delivering unparalleled guest experiences. The property boasts over 3,500 luxury guest rooms, an expansive casino floor, a wide range of dining options, state-of-the-art meeting spaces, and captivating live entertainment venues. With a focus on sustainability, technology, and cutting-edge design, Resorts World Las Vegas sets a new standard for hospitality and leisure.
For more information, visit www.rwlasvegas.com.
