A general liability case lands on the desk. Hundreds of pages. The kind of file that used to go to an outside expert for a full day’s review, billed at $1,275. Resorts World now runs that same review in-house in 37 seconds.That single change is part of how the resort’s claims team cut costs by more than $150,000 a month, saved millions in litigation, and rebuilt how it understands and reviews claims, all without adding staff.
$ millions
savings in litigation costs
Resorts World Las Vegas: a claims team built for control
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. Its commitment to a diverse array of amenities makes it a standout destination for 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. Keeping claims in-house gives it greater control, efficiency, and alignment with its standard of excellence. Mark Habersack, Executive Director of Risk Management, leads the claims team. He won the 2021 Heart of RIMS Award and brings 35 years of expertise in risk management.
A collaboration built on proven claims handling
Resorts World Las Vegas has long run its claims operations on Five Sigma’s AI-native claims management platform (CMS). As a hospitality leader, the company manages the complexity of diverse claims types, including workers’ compensation, general liability, and litigation, on an ongoing basis.
As a trusted Five Sigma customer, Resorts World was invited to try Clive, the Multi-Agent AI Claims Expert, when it first became available. Mark and his team took the opportunity. Adopting Clive was a natural next step from their success with the platform, and the results followed quickly. Resorts World soon became a paying customer for Clive as well.
Clive AI: measurable impact across claims operations
Clive went live in Resorts World’s claims operations in three weeks, with onboarding so intuitive that the single-hour training session was barely needed.
Clive’s design let the claims team adapt fast and get the most out of it. Mark and the adjusters use Clive’s chat interface to ask for what they need: information about claims, insights on next steps, and help performing tasks. Along the way, sometimes by accident, they discovered the full depth of what Clive can do.
- Speed and Adjusters’ Efficiency: Clive cuts the time adjusters spend understanding claims at FNOL or when taking over from another adjuster. It summarizes claims and retrieves information from claim documents, answering queries in under 10 seconds. The same work done manually took 30 to 45 minutes.
- Streamlining General Liability Cases: Resorts World uses experts at its TPAs to assess general liability cases. For years, the process meant sending the expert each case with all documentation, often hundreds of pages. The reviewer took a full day and charged $1,275 per case. The team asked Clive to review one such case that was also sent to a human expert. Clive read hundreds of pages in 37 seconds and produced a superb report. It surfaced every red flag the human reviewer found, and caught additional insights the manual review missed. Resorts World now sends almost all of these reviews to Clive, at no added cost per analysis.
- Workers’ Compensation Support: Asked about certain workers’ compensation claims, Clive went further and gave the team actionable safety recommendations to prevent similar claims: engineering fixes, procedure improvements, training and re-training programs, and enforcement strategies. That let Resorts World review and revise its policies to make work safer. Claim severity dropped after those policy reviews, and Resorts World now runs a low severity of workers’ compensation claims compared with its hospitality peers.
- AI Claims Oversight and Supervision: Mark also uses Clive to strengthen oversight across the team’s operations. He reviews claims as team lead almost daily, identifies trends, and surfaces potential issues. Clive helps him make faster, better calls on interventions and gives him sharper operational control with the visibility to back it.
Proven ROI and tangible benefits for the claims team
Since adopting Clive, Resorts World has seen clear return on investment and real operational gains:
- Litigation and TPA cost reduction: Using Clive, the company cut litigation costs by millions of dollars from demand to payment. Clive analyzed the legal circumstances and flagged pending cases eligible for safe rejection. That let the team determine hundreds of claims posed no real risk to the company and avoid unnecessary legal expense.
- Expert reviews generated in-house for general liability: Instead of sending cases to outside experts, the team has Clive do the analysis. Resorts World saves about $150,000 a month.
- Time saved for 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.
- Scale without added headcount: As Resorts World grows, its claims volume grows with it. Clive lets Mark’s team absorb that growth without hiring. With the time Clive saves, the current team can handle far more claims a year. Clive’s range of use cases keeps expanding too. This saves Resorts World hundreds of thousands of dollars a year in future labor costs avoided through Five Sigma’s technology, both the claims management platform and Clive AI.
