Insureds’ growing use of generative artificial intelligence to submit claims and contest adverse determinations is challenging insurers’ claims management systems and protocols. For insurers, this increased use of gen AI by insureds creates a potential disruption to the traditional claim handling process in addition to increasing overall costs and workload.

The challenge for insurers is to develop better workflow strategies without allowing the higher complexity or appearance of the paperwork to turn into higher loss adjustment expenses. When developing better workstream flows, claims managers must assess: