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AI Chatbots, Gen AI Set to Revolutionize Insurance Claims Processing: Survey

June 20, 2024

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A majority of global insurers are actively endorsing the application of AI chatbots and generative AI in claims resolution processes, underwriting and customer fulfilment, according to a survey conducted by Gallagher Bassett, the claims-services provider and subsidiary of Arthur J. Gallagher & Co.

The survey found that insurers in 2024 are placing an emphasis on the utilization of artificial intelligence (AI) technologies, appropriately assessing underwriting risks to inform pricing decisions, and employee retention strategies, said the survey report titled “The Carrier Perspective: 2024 Claims Insights.”

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