2026-08-05 · Source: Carrier Management
Summary in 3 Points • Deloitte's report analysed responses from nearly 4,000 auto and home policyholders • The study identified key areas where insurers can enhance the claims journey • AI combined with human judgment can improve claims process speed and clarity --- A Deloitte report, based on nearly 4,000 auto and home policyholder responses, highlights areas for improvement in the insurance claims journey. Despite significant investments in digital tools, policyholders still face complex and unclear claims processes. The report suggests that integrating AI with human judgment can enhance speed, clarity, and consistency in claims handling. The analysis, which covered 12 property and casualty insurance carriers, identified eight key variables influencing customer sentiment, with human interactions such as customer support and communication being the top drivers of positive sentiment.
For the London insurance market, the integration of AI with human judgment in claims processing could lead to more efficient handling of claims, potentially reducing operational costs. This approach may also enhance customer satisfaction, which is crucial for retaining clients and improving market reputation. Underwriters and brokers might consider how AI tools can be incorporated into existing processes to streamline operations and improve clarity. Additionally, policy wordings may need to adapt to reflect the changing nature of claims handling and customer expectations.