The rapid growth of generative AI in the insurance industry is undeniable. According to Gallagher Bassett’s (GB’s) recent report, The Carrier Perspective: 2025 Claims Insights, 63% of North American carriers use generative AI as part of claims resolution, which is a 24-percentage-point increase from 2024. While the economic benefits of AI are widely covered, at GB, we believe that AI’s more significant opportunity is empowering Resolution Managers (RMs) to deliver superior outcomes for our clients and claimants.
From the beginning of our AI journey, GB has been careful to consider our AI road map, reflecting on our approach and our goals with technology. It is through careful consideration and recognition of our goal to empower human talent that we landed on people-centric AI—an innovation framework that places human expertise and experience at the forefront of AI deployment.
Efficient claims management powered by people-centric AI
People-centric AI differs from alternative approaches in that it focuses on improving claim outcomes and client service by providing support for clients, claimants, and RMs instead of focusing on cost reduction or talent replacement. In action, this approach can be broken down into three activity pillars: summarizing, communicating, and decision-making.
Expert summaries at your fingertips
Our AI tools help RMs focus on what matters most in the claims process: making informed decisions to expedite claim resolution. RMs new to a claim desk often face dozens or even hundreds of pages of information associated with a claim that must be reviewed and synthesized before a decision can be made.
One tool for easing and speeding up the onboarding process is Claim Summarizer, a tool that reviews and condenses information for RMs. This tool helps with fact-finding and provides a concise summary of claims, highlighting information about the accident, status, documented next steps, and medical and litigation activity. These summaries empower our RMs to start making informed decisions earlier.
Our team also has access to a private, secure AI chatbot designed to help automate previously cumbersome and time-consuming tasks. Prior to GB’s AI tool, RMs had to manually scan lengthy independent medical evaluation reports and demand packages to find critical answers to the claims process. Now, they can simply ask the AI tool for the information they need, and it will provide an instant response accompanied by a citation and an exact page number to locate the required information.
In both applications, our AI tools are not designed with the intent to replace our RMs but rather to ensure that RMs’ time and expertise are spent on high-value actions that expedite the claim’s life cycle.
Communication in line with best practices
Successful claims management and resolution hinge on clear, effective, and efficient communication. This is why GB has developed AI tools that improve communication among all stakeholders on a claim.
For example, GB has deployed AI to support our phone calls, helping us adhere to our own best practices by monitoring claimant sentiment throughout the conversation and using information from phone calls in management processes. We are always looking for ways to improve, and GB’s AI for phone calls holds us accountable to continuous improvement.
Our Email Sentry is another AI tool we’ve developed to promote best practices. This tool flags time-sensitive emails, acting as an RM’s second set of eyes. Its application is particularly useful when an RM is out of office, as it quickly forwards urgent emails to the next best contact to maintain momentum on a claim’s progression.
Facilitating better decision-making
GB’s Waypoint suite of decision-support tools was built to help our RMs achieve more consistent and effective decision-making that aligns with best practices.
Some of the key features of this AI and machine-learning tool include financial guidance, medical provider selection, clinical intervention, litigation avoidance, subrogation opportunity identification, and return-to-work guidance. Our Waypoint suite compares present claims with past claims to track how claims are progressing, identify similarities, flag potential pitfalls, and take recommended next steps. With access to such a large database of claims, RMs are empowered to make stronger, evidence-backed decisions that lead to superior outcomes.
As the Waypoint suite develops, we anticipate that its capabilities will grow too, offering more sophisticated litigation management, automatically scheduling medical appointments with top providers, and even engaging injured workers to ensure a smooth transition.
A future-proof approach
At present, AI models act as spokes that feed information to a human hub, with each AI interaction coming back to a human to decide the next step. However, as AI becomes more sophisticated, large AI players such as Microsoft, Google, and OpenAI expect to see a multi-agency approach to AI, whereby AI tools will interact with one another more frequently.
In the not-too-distant future, we will begin to see a whole “team” of AI agents working together to support a claim, with each AI agent trained to communicate and coordinate with other AI agents. For example, as soon as a claim is filed, an AI intake agent could gather the initial information and pass it to specialized AI teammates. An AI clinical oversight agent identifies psychosocial risks and recommends interventions, while an AI claim auditor agent checks for inconsistencies and alerts an AI fraud agent if needed. The output is a comprehensive plan ready for the designated RM, with the AI team available to support throughout the claim’s life cycle.
At GB, our people-centric AI lays the groundwork for this next wave of multi-agency AI. In both approaches, human talent remains at the core of the claims management and decision-making process, indicating the longevity of people-centric AI as technology improves.
By focusing on our human talent and how we can better support our members with best-in-class tools and insights as opposed to merely reducing administrative costs, it’s no surprise that our people-centric approach to AI delivers superior outcomes for our clients.
Download your complimentary copy of The Carrier Perspective: 2025 Claims Insights to learn more about how AI is shaping the insurance industry, or to discover how GB is redefining claims management through people-centric innovation.
