The promise of automation has long been a double-edged sword. On one side, it brings speed and efficiency to processes that once felt slow and cumbersome. On the other side, there's a fear that automation might erode the human touch — an essential element in industries like insurance, where trust and empathy play critical roles.
What if automation didn't have to replace the human element but instead made it stronger? Enter "humanomation" — the blending of human interaction and automation that allows companies to achieve both efficiency and empathy. As artificial intelligence and automation continue to reshape the insurance claims process, the real opportunity is to enable people to focus on what they do best: serving policyholders with understanding, insight and care.
AI as a Support System, Not a Replacement
Automation has brought undeniable benefits to claims handling — speed, accuracy and cost reduction. But its true value lies in its role as a support system for human workers, rather than a replacement. It's about taking routine, repetitive tasks off the table so people can focus where their attention matters most.
Imagine a claims adjuster spending hours sifting through paperwork, manually inputting data or hunting down information from disconnected systems. AI can seamlessly handle these administrative tasks, allowing adjusters to focus on more nuanced, high-touch interactions. This balance is critical, as 77% of consumers still prefer human interaction when dealing with more complex claims.
It’s not about replacing people; it’s about freeing them to connect with customers during the moments that matter.
Creating Seamless Connections Through Data
Automation not only streamlines operations but also allows carriers to better connect disparate pieces of information. Claims data often exists in silos, disconnected from other crucial details like policy terms, medical information or external data sources. AI can serve as an orchestration layer, integrating data and making it easily accessible and actionable.
By creating this layer of connection, carriers can test and integrate new data sources without overhauling their entire system. A flexible infrastructure — featuring a data configurator and adaptable application programming interface (API) — enables real-time experimentation, helping carriers refine and improve their claims processes with agility.
This innovation gateway allows carriers to deliver a modern claims experience without sacrificing what already works. It's not about disruption. It's about finding new ways to leverage data to provide smoother, more accurate claims handling.
The Future: Blending Speed and Empathy for Modern Consumers
Today's consumers have different expectations than they did even a decade ago. They demand speed, transparency and convenience in every interaction, and their patience for cumbersome processes is thin. Automation addresses these demands by making claims processing faster and more efficient, but it's the human touch that sets the experience apart.
This is where humanomation shines, merging the efficiency of AI with the empathy and understanding only humans can provide. The future of claims isn't just about automation for the sake of speed; it's about creating a customer experience that is efficient and empathetic, responsive to the needs of today's consumer.
For carriers, getting this balance right can mean the difference between retaining loyal customers and losing them to a competitor. The claims process has always been a moment of truth in the insurance journey, and now, more than ever, consumers expect that moment to be fast, seamless and human. Humanomation makes that possible, enhancing the customer experience without losing sight of the personal connections that build trust.
The "Future of Claims Think Tank Series" by Benekiva is available here.
