As technology continues to evolve, so do customer expectations for how the insurance industry applies them. Generative AI (Gen AI) has gradually become a baseline necessity for carriers, with customers expecting constant investment in innovation to stay ahead of technology’s rapid advancements.
At Gallagher Bassett (GB), we have always understood the importance of continuous development to keep up with these expectations, empowering our teams and our partners to deliver customer service excellence with confidence and ease. From the very beginning, our commitment to innovation has formed the backbone of our AI roadmap. This includes our award-winning RMIS system, Luminos, which delivers data-driven insights and AI-powered claim summaries in seconds, SMART Benchmarking, and predictive analytics that have secured its position as the most comprehensive offering in the bundled TPA space for the eighth consecutive year in the Redhand Advisors’ 2025 RMIS Report.
Building upon these powerful offerings, we recently launched our Luminos Claim Summarizer, a proprietary tool that simplifies the review of claim developments to promote seamless, streamlined, actionable and secure claims processing. Now, we are proud to announce the launch of two new enhancements: Email Sentry and Auto Attach. Discover the key benefits of both and how GB is leveraging Gen AI to ensure our clients maintain their competitive edge.
Email Sentry: Revolutionizing Time-Sensitive Email Management
Developed to work alongside Resolution Managers (RMs), Email Sentry leverages advanced Gen AI technology to streamline claims processes. The tool reviews and interprets email content to pinpoint time-sensitive items and address them urgently for a seamless approach to email management. By analyzing email subjects, bodies, and attachments, this sophisticated tool transcends traditional keyword searches to offer a more contextual understanding of content.
For our RMs, Email Sentry’s key benefits include:
- Streamlined: Email Sentry is completely automated, integrating emails and their attachments into the claim file while simultaneously generating tasks in Risx-Facs® for immediate attention.
- Simple: Emails are tagged with visual markers, simplifying inbox management for RMs and ensuring time-sensitive emails are prioritized.
- Client-focused: Timely identification of urgent emails leads to improved claimant experience and higher client satisfaction.
- Efficient: Acting as a second set of eyes, Email Sentry ensures constant progress even when RMs are out of office. If a demand letter comes through while an RM is away, Email Sentry can quickly alert the appropriate contacts of the tasks that need attention, reducing lost time and promoting efficiency.
- Overall, Email Sentry exemplifies GB’s people-centric approach to AI, prioritizing technologies that improve and support human capabilities rather than replace them. By scanning emails as they’re received, Email Sentry dramatically reduces initial review times and enhances capacity for RMs to swiftly identify and address urgent communications.
Auto Attach: Effortless Email Claim Integration
Designed with both RMs and clients in mind, GB’s Auto Attach tool produces faster and more accurate claims handling by automatically capturing claim-specific emails from Microsoft Outlook and storing them securely in both the Risx-Facs® Notebook and the Document Management System (DMS).
Before auto-attaching, this tool will scan emails for valid claim numbers in the subject line and attach relevant documents to the associated claim file. It will not auto attach system generated emails, HR emails or internal communications, ensuring the tool acts as an ally to RMs.
For RMs, this cutting-edge functionality eliminates the need for manual actions such as dragging and dropping attachments. By automating the attachment process, critical claims support materials are added to the system within hours of receipt, boosting speed and efficiency. The tool also enhances accuracy and organization by preventing duplicate document attachments, ensuring that claims documentation remains precise and well structured.
For clients, Auto Attach eliminates delays in claims processing by ensuring uninterrupted documentation. Always on, Auto Attach operates seamlessly in the background, even when RMs are away from their desks. This allows our RMs to focus on resolving liability claims and ultimately improving outcomes for our clients.
From the development of award-winning RMIS technology to our continued investment in AI, GB is dedicated to pioneering technological advancements that empower our clients, brokers, and claims professionals to deliver superior outcomes. Our commitment to innovation is reflected in our AI road map, which is centered around developing a suite of tools that simplify and enhance everyday claim routines. By leveraging innovative technology, we elevate the overall experience of claims processing. To learn more about our suite of claims innovation tools, speak to our team today.
