Generative AI

Streamlining Claims with Generative AI

Key Findings

Over half of global and North American carriers have leveraged generative AI for fraud detection.
63% of North American carriers use generative AI as part of claims resolution, marking a 24-percentage point increase from 2024.
77% of North American responders are using generative AI to automate routine tasks.

Generative AI: Transforming insurance operations

Generative AI is rapidly redefining claims management in the insurance industry, offering transformative applications across the claims lifecycle. From intake and triage to fraud detection and customer communication, carriers are leveraging generative AI to improve accuracy, efficiency, and customer satisfaction.

According to our latest survey, 63% of North American carriers now use generative AI for claims resolution — a significant rise of 24 percentage points compared to last year. Fraud detection remains a key focus, with over half of global and North American survey respondents utilizing generative AI to identify fraudulent activities. Globally, carriers are also emphasizing their role in enhancing customer communication and support, ensuring timely and efficient resolution of claims.

Optimizing claims and workforce efficiency

Across regions, carriers are increasingly turning to generative AI to streamline operations and address resource challenges. Around three-quarters of surveyed carriers identified task automation as the primary use of generative AI, with reduced operational costs cited as its most significant value.

Speeding up claims processing ranks as a close second, demonstrating how generative AI is helping carriers achieve greater productivity while maintaining high-quality outcomes.

The integration of generative AI is also reshaping workforce dynamics, enabling employees to focus on complex cases while routine tasks are handled more efficiently.^[¹^] By adopting these technologies, carriers are positioning themselves to meet growing customer demands and maintain a competitive edge in a fast-paced market.

Future opportunities and collaborating for better outcomes

As generative AI continues to transform claims management, many carriers are finding value in partnerships with organizations that offer both innovative technology and a deep understanding of operational challenges. These collaborations can help streamline processes, integrate generative AI effectively, and enhance the overall quality of claims outcomes — all while maintaining the human touch in customer interactions.

The future of claims management is set to be shaped by advancements in artificial intelligence, with generative AI leading the way.^[²^] As the technology evolves, its applications are expected to expand into predictive analytics, more sophisticated fraud prevention mechanisms, and highly personalized customer experiences. These advancements will enable carriers to anticipate challenges, optimize decision-making, and proactively adapt to evolving market demands. A forward-looking strategy that embraces innovation will help carriers stay competitive and deliver lasting value in an increasingly dynamic industry.

^{[1] “}^{How AI is Shaping the Workplace and Workforce Development}^,”^{HEC Paris}^{, 15 Nov 2024.}
^{[2] Costa, Emanuele, and Nadine Moore. “}^{GenAI Will Write the Future of Insurance Claims}^,”^{Boston Consulting Group}^{, 13 Dec 2023}

By freeing up more time for our resolutions to focus on claim resolution (vs. more routine tasks), we are enabling our risk managers to provide better service and better claims outcomes for our clients and claimants.

GB’s suite of generative AI tools include: