The Strategic Advisory Team within DAC Beachcroft’s claims division (CSG), has today released a detailed thought-leadership report into the impact and potential of AI in the insurance claims process – which reveals ‘a sector embracing change, with eyes wide open’.
The team conducted a series of qualitative one-to-one interviews with senior managers from a diverse group of compensator organisations across the claims market, and then tested the common themes emerging from these interviews with a wider group through an online survey. The report also includes a foreword from the Right Honourable Sir Robert Buckland, KBE, KC, former Lord Chancellor and Secretary of State for Justice and now member of DACB’s Policy Unit.
The aim in conducting this research was to help inform clients’ strategic thinking about AI adoption in the months and years ahead. The resulting report provides a review of the claims market's current and planned use of AI, looking thematically at the impact of new technologies on important stakeholders in the process, such as colleagues and – most importantly – customers.
DACB’s Strategic Advisory Team provides insights and advice on a broad range of nascent issues and innovations impacting general insurers. With the rapid rise of technologies like Generative AI - and now the emerging shift towards Agentic AI – and the continuing pace of change, the claims process could look dramatically different in just five years. The idea behind this report is to help the insurance industry navigate this uncharted territory.
Pete Allchorne, partner at DACB and Head of the Strategic Advisory Team, said, “AI is a hot topic just now, but there is a lot of hyperbole and PR noise around it, which confuses the picture for those needing to make proper and diligent assessments to guide their organisations into the future. This report is designed to bring some much-needed clarity."
Given the continuing pace of change in the technology space, the Strategic Advisory Team intends to keep a watching brief. The thought leadership can be viewed here: https://csg.dacbeachcroft.com/ai-in-claims
