Claims adjusters say AI is making the insurance process harder, not easier
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Facepalm: Claims adjusters are pushing back as insurance companies put more artificial intelligence into the claims process. The tools are meant to speed up intake, sort documents, and handle simpler cases. But many adjusters say the systems are creating mistakes that workers then have to fix.
A Glassdoor analysis found that 98% of claims-adjuster reviews mentioning AI were negative – the highest rate of criticism among the occupations reviewed. Workers often complained that company leaders were pushing AI tools that did not work well and were making it harder to serve policyholders.
Ahmad Jackson saw the problem firsthand while working in the claims department at a major insurance company about a year ago. The company began using AI for initial loss reporting, the first stage of a claim when an insurer gathers details...
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