Claims handlers welcoming automation despite job security fears

Claims handlers are heavily in favour of automating the frustrating or menial aspects of their job, according to a new survey from insurance technology provider RDT.

The insurance automation claims handlers poll, released today (30 June 2025), revealed that 74% of claims handlers expect that automation will allow them to focus on more complex decision-making tasks, while 66% said the technology would most likely assist with data entry and documentation.

Despite the potential areas of improvement, some 44% of respondents were concerned with a potential over-reliance on the technology and 40% were worried they may lose control over key decisions.

In addition, 32% of surveyees reported fearing for their job security as a result of technological advancements.

Double-edged sword

RDT said the survey “paints a picture of claims handlers who see automation as a double-edged sword” and that “claims staff are not resisting change, but they do seek reassurance that as their employers adopt new tech, they won’t be left on the sideline”.

Joe O’Connor, deputy chief executive at RDT, said: “Successful automation will empower claims handlers, not replace them. If we can take the tedious, repetitive tasks work away from claims handlers it will reduce delays and admin overload.

“This leaves claims professionals to spend more time on what really matters, like supporting customers through complex claims and exercising judgment where it’s needed. Essentially, enabling them to apply their expertise and empathy which is the bedrock of good claims service.”