
Emma Watling
Core Claims Manager at The Hartford; insurance professional specializing in AI adoption in claims handling.
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Jun 15, 2026
AI in Claims: Exploring the NexGen Survey Findings
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Lorraine EkongHOST
And considering we were able to extract all that data from the participants to the survey, what surprised you most in the survey in terms of AI adoption? And I'll come to you on that one.

Emma WatlingGUEST
So to provide some further context to the listeners, the survey covered the following outcomes.

Emma WatlingGUEST
So AI usage and claims, understanding and training, limitations and concerns, AI and claims decision making and future outlook.

Emma WatlingGUEST
Now, the surprises that came out of that was that there was frequent use of claims handlers using AI on a weekly basis.

Emma WatlingGUEST
This was more frequent than we expected, based on the fact that this was a survey conducted, as Dan said, in September last year.
13 MINS LATER
