AI in Claims: From “Boring but Brilliant” Automation to Strategic Differentiation

2026-03-30 · Industry Analysis

In this episode, Robin Merttens speaks with Martha Dreiling, Co-founder and President of Reserv, about how AI is transforming claims in practice—not through headline-grabbing innovations, but through incremental, high-impact improvements to workflows, data usage, and decision-making. The discussion argues that the most valuable AI in claims is often “boring but brilliant,” focused on continuous monitoring, operational discipline, and data integration. As AI adoption accelerates, the real shift is not just technological but structural—exposing misaligned incentives, redefining claims operating models, and positioning claims as a strategic driver of underwriting performance and customer outcomes.