2026-10-19 · Source: Insurance Business US
Summary in 3 Points • Claims leaders are focusing on visibility and ownership rather than workload, according to Clayton Matthews of Oakbridge Insurance. • 72% of advocacy requests are communication-related, highlighting the need for improved customer interaction in claims processes. • AI is seen as a tool to automate transactions while augmenting decision-making, but concerns exist about its impact on junior adjusters. --- Claims departments are currently facing challenges with visibility and ownership rather than workload, as stated by Clayton Matthews, director of claims at Oakbridge Insurance. He noted that while the financial condition of the insurance market has improved, operational strains from catastrophe volume and staffing turnover have compounded. Matthews emphasised that the most successful carriers are those that specialise in handling claims effectively, particularly during catastrophic events, where misclassification can lead to inefficiencies. Matthews highlighted that 72% of advocacy requests are communication-related, indicating a significant area for improvement in customer interaction. He advocates for the use of AI to streamline the first notice of loss (FNOL) process, allowing experienced adjusters to focus on complex claims. However, he cautioned against treating AI outputs as authoritative, especially for junior staff, as this could undermine the claims talent pipeline. The industry is navigating a shift towards using AI as a supportive tool rather than a decision-maker, which may reshape claims management practices. Claims leaders are focusing on visibility and ownership rather than workload, which connects to the need for improved customer interaction in claims processes.
Claims leaders are focusing on visibility and ownership rather than workload, which connects to the need for improved customer interaction in claims processes.