While it often seems that we keep making the same mistakes over and over again, this month’s interview suggests that insurance claims operations have been learning from missteps they’ve made as they’ve innovated over the last decade. Chris Bassettt, a senior director with Capgemini US, says claims operations have moved past the sorts of “shiny objects” that tempted all of us in the first rush of enthusiasm about insurtech and are taking a mature approach to improving customer experience and operational efficiency. While we’re all intrigued by the possibilities with generative AI, Bassett says the industry is taking “a notably more cautious approach than with previous technological innovations. Chief claims officers are taking a responsible stance, carefully ring-fencing trials and waiting for the technology to mature before full implementation…. This marks a shift from a few years ago when there was more eagerness to experiment with emerging technologies like IoT and chatbots.” He says the caution comes because “some prior technology advancements haven't delivered the expected results as quickly as had been expected” and because AI can introduce complexity into “decision-making functions traditionally handled by claims agents.” Bassett is certainly optimistic. He describes a live demo he recently saw of a system that “not only draws from historical claims knowledge but also actively incorporates real-time information to update its recommendations…. The system could convert phone call audio to text and feed that information into the model, automatically recalibrating its decisions and recommendations. When working with photographs, adjusters could isolate specific elements within the images for detailed analysis, which would then update the recommendations regarding the cause of loss. While still in early stages, the technology’s potential is remarkable.” But he’s happy that companies are focusing more on the business issues than on the bells and whistles of the technology. “What we're learning,” he says, “is that… challenges are best addressed by focusing on people and processes first, then strategically implementing technology to support these elements.” He says a lot more, too, including about the key issue of how to find the right talent and train people for the changing world of claims. I think you’ll find the whole piece illuminating. Cheers, Paul | 
