Insurance Times launches AI claims survey

Insurance Times has launched a new survey aimed at identifying how artificial intelligence (AI) is currently being used and the impact it has on claims management in the UK general insurance (UKGI) sector. 

The survey, which can be accessed here, seeks to provide a comprehensive picture of the tasks that AI is being used for by polling insurance claims professionals on areas such AI adoption and investment, its impact on efficiency and processes and the benefits and challenges of the technology. 

Insurance Times is also seeking to understand what factors would increase trust in AI for claims professionals, as well as what claims sector staff would need to adopt more AI tools. 

Customer impact is also vital and the survey aims to understand whether claims professionals believe AI tools can benefit customer experience – and in what way this can be best achieved. 

The information gathered will be used to benchmark AI adoption, identify key hurdles and highlight the tools and support claims professionals need to enhance their workflows. 

Savan Shah, head of research at Insurance Times, explained: ”We invite all claims professionals to share their perspectives on the impact of AI in the claims handling process. 

“This three minute survey comes at a critical moment in the integration of AI into claims processes and your voices are essential in shaping the future. 

”By taking part, you will gain exclusive access to the Insurance Times AI Claims Report, set to be published later this year.”

Welcoming automation

Previous research from insurance technology provider RDT identified claims handling as one of the primary business use cases for AI in the insurance industry, with faster processing, cost reduction and fraud detection among perceived benefits.

Optimism for AI also proved to be high, with a strong consensus among respondents that the insurance industry will adopt AI in a manner that fully benefits both customers and brokers.

Indeed, some 34% of respondents were “very confident” this would be the case, with a further 40% “confident” – only 26% of respondents rated their confidence as neutral or less.

Another piece of research showed that, 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.

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”.The information gathered will be used to benchmark AI adoption, identify key hurdles and highlight the tools and support claims professionals need to enhance their workflows