AI, Data, and the Future of Claims with Joe Powell

So there's a lot that I wanna unpack in what you just said.

Um, for those that may not be familiar, so Gallagher Bassett is a claims third-party administrator.

So when you talk about products and, and how the end user benefits and how you're enhancing the experience of, of the employees, can you sort of give a little more flavor to that for those that may not be familiar with sort of how these technologies might help a claims handler?

Yeah, yeah, absolutely.

And so y- you imagine you're, you're a claims handler.

You're handling, uh, you know, y- you could be handling 100 or more claims a- at any given point.

Oh, one really good example is if you're new to our organization or if we're taking on a new client into our organization and you need to get up to speed on a large number of claims, just having a, a single button that allows you to take a, a look at maybe a workers' comp claim that's been open for, for three or four or five years and has hundreds of pages of documentation associated with it, single click, AI summarizes that all down to you so that, down for you so that you've got a nice pithy understanding of, like, here's what happened on the claim.

Here's what's going on with the medical.

Here's the progress on getting this person back to work.

Here's what you need to know about whether this claim is, is in a lawsuit, is litigated, and, uh, and what's going on there.

And then, and then here's, you know, kind of the documented next steps on this claim so that, you know, maybe within a minute or two that, uh, that claim handler can be up to speed on that claim, ready to go, ready to start taking the right next steps.

Uh, whereas previously it would've taken quite a bit of time to roll through those maybe hundreds of pages of documentation to get to that same point.

So, like, uh, uh, I, I don't wanna put words in your mouth, but you're talking about AI, the two big, the two big letters we're hearing about quite a bit at, at Risk World this year.

Um, can you expand a little bit more on your approach to AI with your team?

Yeah, absolutely.

So, so, uh, first of all just say, uh, uh, we think AI has tremendous potential for our, our organization, for our staff, and for our clients.

And, uh, and I guess I could, you could bucket it into really four groups, uh, like, in terms of how we think, uh, you know, how we think about the very solutions we offer.

One is it, it makes us better communicators.

Uh, and you see this all the time in, in b- ways that are big and small.

Like, a small way would be I gotta draft an email.

It'll help me to draft it.

It'll help clean something up.

I, you know, I wrote something that's kinda messy.

It'll, it'll clean it up for me.

Uh, but some, you know, some, some further reaching things, like we've got, uh, you know, we, we've got in pockets of our global organization, uh, areas where we're putting AI on a phone call, and it tells us, you know, hey, what's the, what's the quality of, of our interaction on that phone call? So we can basically audit 100% of our phone calls, make sure we're asking the right questions, that we understand the sentiment of the person on the other end of the line.