8 MINUTE READ
The very fabric of work is undergoing a profound transformation. Over the next 5-10 years, many industries and roles will evolve from technology aiding humans in doing their work to humans helping technology do the work. This paradigm shift is driven by advancements in artificial intelligence (AI) and automation, which are poised to take the driver seat in numerous sectors.
In the insurance industry, and particularly in claims management, this shift heralds a new era of efficiency, accuracy, and customer satisfaction. Adjusters shouldn’t be worried about the change – it would actually make their work easier and more meaningful.
Historical Perspective: From the Industrial Revolution to the Digital Age
The Industrial Revolution marked the first major leap in how humans leveraged technology to enhance productivity. Machines began to replace people doing manual labor, and people moved to operating machines, thus exhausting less energy in their work. This evolution continued through the 20th century, with the advent of computers and digital technology further augmenting human capabilities.
In the early days of the digital age, technology primarily served as a tool to assist humans. Computers, software applications, and the internet transformed industries by removing the need for paper and providing powerful tools for documentation, process management, data analysis, and communication.
For example, the rise of spreadsheet software like Microsoft Excel changed how financial analysis and accounting are done. Electronic Health Records (EHRs) streamlined the management of patient information across hospitals, insurance companies, and health funds. Email and instant messaging applications replaced traditional snail mail, facsimile, and even phone calls.
However, the fundamental dynamic remained the same: humans did most of the work, utilizing technology to do it faster.
A New Paradigm: Tech-Driven Roles
Today, we stand on the cusp of a new paradigm where technology does more than just assist; it’s actually doing the work, at least the heavy lifting, not necessarily managed by a person.
In this new era, technology takes the forefront, executing complex processes with minimal human intervention. As long as the machine handles it, humans are out of the loop.
When technology faces a problem it cannot handle, it asks humans for help. Humans provide oversight, handle exceptions, and offer nuanced judgment that machines cannot replicate.
AI and automation technologies are evolving rapidly, enabling technology to perform tasks that were once thought to be the exclusive domain of humans. Technology is becoming more sophisticated and capable of handling intricate tasks across various industries.
With Generative AI and large language models (LLMs), such tasks can now include activities that used to require human intellect, such as planning, writing, analyzing, communicating in text and voice, translating, making decisions, coding, documenting, filling, and following up. With such a wide array of capabilities, many human roles can be handed over to the machines.
What This Means for Insurance Claims
The insurance industry, particularly the claims management sector, is poised to benefit immensely from the shift to tech-driven roles. The insurance industry has always faced certain challenges, like inefficiencies, high costs of processing, and customer dissatisfaction.
Traditional claims processes are often manual, time-consuming, and prone to errors, leading to delays in claims handling and settlement and increased operational costs. Adjusters often struggle with high volumes of claims, complex cases, and scattered data, that slow down the claims management process. Such hindrances increase costs and frustrations, ultimately leading to poor customer experiences, as policyholders face delays and exasperation during critical moments.
The Future of Claims Management is Tech Driven
AI and automation transform claims management by addressing these challenges head-on.
Modern systems handle routine tasks, such as data entry, initial claim assessments, and even fraud detection, automatically and with greater speed and accuracy than humans. This allows adjusters to focus on more complex and high-value activities, such as customer communications, negotiating settlements, and providing personalized customer service.
Benefits of Automation and AI in Insurance Claims
Letting technology drive claims handling encompasses various advantages:
- Increased Efficiency: Automation can streamline the entire claims process, reducing the time taken from FNOL to settlement, significantly cutting cycle time. According to a report by McKinsey, automation can cut the cost of the claims journey by as much as 30% while enhancing the customer experience.
- Enhanced Accuracy: AI-powered systems reduce human error, ensuring that data is processed accurately and consistently. For example, automated data entry process and an automatic analysis of past claims resolution can lead to faster claim settlements in a way that is fair and accurate.
- Improved Customer Satisfaction: Faster processing times and accurate claims handling lead to higher customer satisfaction. Policyholders receive timely responses and settlements, enhancing their trust in the insurer.
- Adjuster Talent Retention: the adjuster’s job today is a difficult one, dealing with immense pressure from both claimants and management. AI and automation take tasks off the adjuster’s back and make the role more meaningful.
The Role of Humans in the New Paradigm
As technology takes the driver seat in managing claims, humans will play a crucial role in supporting the technology. People will make sure that AI systems are functioning correctly, provide inputs for continuous improvement, and intervene in cases where human insight is necessary or useful. Such fine tuning will also help the AI systems do a better job next time.
AI in Claims Management
In claims management, the role of humans will evolve accordingly. Rather than performing routine tasks, adjusters will provide oversight, handle exceptions, and bring their expertise to complex cases that require human judgment and empathy.
While AI can handle many aspects of claims processing, there will always be cases that require human intervention. These include complex claims that involve nuanced judgment, ethical considerations, or exceptional circumstances. Adjusters will focus on these cases, ensuring that policyholders receive fair and personalized service. Each time the machines will identify that a human customer is frustrated by dealing with a bot, it will consider whether human treatment is advisable.
The rapid pace of technological change means that insurance companies must consider integrating modern AI systems, and that insurance professionals must continually update their skills and knowledge. Continuous learning and adaptation will be essential for staying relevant, effective, and competitive in an era where technology dominates the business.
The Future is Here with Five Sigma’s AI-Native Claims Platform
At Five Sigma, we develop the future of insurance and make it available in the present.
Our AI-native claims platform is leading the shift towards automated, tech-driven claims management. By leveraging advanced AI technology and an Automation-First approach, we transform how insurance claims are handled today, for the benefit of our customers – insurers, MGAs, TPAs, and self insured companies – and their customers as well.
Platform’s Key Features
- Automation of Routine Tasks: We automate data entry, document analysis, communication, payment processing, reserve allocation and claim triage. Our automation streamlines the claims management process, reduces manual errors, and enhances efficiency and accuracy.
- AI-Driven Insights: Our AI algorithms analyze vast amounts of data to provide adjusters with actionable insights and recommendations like identifying the best vendor for specific repairs, suggesting optimal communication strategies with policyholders, predicting potential fraud, and providing next-step guidance based on historical claim data.
- Integrated Communication Tools: All communications related to a claim, including phone calls, emails, and text messages, are centralized and logged within the platform, ensuring seamless and compliant interactions.
Conclusion: Start Leveraging Advanced Tech – AI and Automation
The shift towards AI and automation represents a transformative opportunity for the insurance industry. By embracing this change, insurers can overcome current challenges, enhance efficiency, and provide superior customer experiences. At Five Sigma, we are proud to lead this change, helping insurers navigate the future with confidence and success.
