Automation Versus The Human Touch In Claims Management: There’s Got To Be A Balance

Technology and automation are everywhere in workers’ comp. Artificial intelligence (AI) allows insurers to analyze workers’ comp claims and flag ones that could go awry. Apps check in on injured workers.

With COVID-19 shuttering brick and mortar clinics, workers’ compensation patients have turned to telemedicine for continued treatment.

During a recent virutal session, “Is It a Bot World? Can Digitized Claims Replace Human Touch?,” at the 2020 CLM Workers Compensation and Retail, Restaurant & Hospitality Conference, attendees were asked whether they think that artificial intelligence can complete the claims intake process, including taking statements.

Seventy percent of respondents said yes, they believe that automation will take over many of the tasks a claims adjuster typically handles. This poll begs the question, will the claims adjuster of the future be a robot?

“If you totally automate the intake process, including taking statements, I think you can really lose track of some of the nuances that somebody says during an interview,” said Jay Gates, CPCU, AIC, ARM, claims advocate senior at Gallagher. “It’s just an ice cold process. Nobody likes talking to a computer.”