Generative AI

Streamlining Claims with Generative AI

Key Findings

58% of global and 67% of UK insurers have leveraged generative AI for fraud detection.
Nearly half (47%) of UK insurers use generative AI for claims resolution, marking a seven-percentage point increase from 2024.
80% of UK and 72% of global insurers 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 data analysis and fraud detection to claim intake and triage, insurers are leveraging generative AI to improve accuracy, efficiency, and customer satisfaction.

Our latest survey reveals that 47% of UK insurers now use generative AI for claims resolution — a seven percentage points increase compared to last year. Data analysis and reporting stand out as the most frequently reported application of generative AI within the claims lifecycle, cited by 69% of respondents in the region. Fraud detection follows closely, with 67% of UK and 58% of global insurers utilising generative AI to identify fraudulent activities. Globally, insurers are also emphasising generative AI’s role in enhancing customer communication and support, ensuring timely and efficient resolution of claims.

Optimising claims and workforce efficiency

Across regions, insurers are increasingly turning to generative AI to streamline operations and address resource challenges. Globally (82%) and in the UK (98%), insurers see reducing operational costs as the greatest value-add of generative AI. While faster claims processing ranks second worldwide, in the UK, streamlining routine admin tasks takes this spot, according to 69% of respondents. Though preferences over its usage may vary by region, our survey reveals that leveraging generative AI is helping insurers 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] To improve workforce productivity, around three-quarters (72%) of globally surveyed insurers and 80% of UK insurers see automating routine tasks as the primary usage of generative AI. By adopting these technologies, insurers are positioning themselves to meet growing customer demands and maintain a competitive edge in a fast-paced market.

In the UK, talent shortages within the claims industry present a significant challenge. By leveraging AI to streamline processes, such as triaging, insurers can ensure that cases are directed to the right specialists early in the claims lifecycle. This reduces friction, allowing claims handlers and adjusters to focus on resolving core customer issues while ensuring that the most qualified expert is assigned. The result is better outcomes for customers and improved operational efficiency for the business.

Future opportunities and collaborating for better outcomes

As generative AI continues to transform claims management, many insurers are finding value in partnerships with organisations 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 personalised customer experiences. These advancements may enable insurers to anticipate challenges, optimise decision-making, and proactively adapt to evolving market demands. A forward-looking strategy that embraces innovation can help insurers 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 claims managers to provide better service and better claims outcomes for our clients and claimants.

GB’s suite of generative AI tools include: