AI in Claims: Exploring the NexGen Survey Findings

So thank you very much for that overview.

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.

Thanks, Sarain.

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

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

Within AI usage in claims, we compared frequency versus time saving.

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

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

Weekly was consistently selected across all roles.

In terms of time saving, this was limited to up to 30 minutes per week.

This did not surprise us at all really because given the time that this was a new technology and we were adopting this as new in claims, we wouldn't expect the users to be using this for a whole day per week for example.

So looking at confidence, usefulness and enjoyment of AI, we found that there were surprises amongst all three of these areas.

So in terms of confidence, half of the respondents felt confident using AI tools, which we felt was quite surprising given that AI is a generally new technology.

In terms of usefulness, respondents felt that AI tools are somewhat useful to extremely useful.

And enjoyment, respondents feel neutral, slash enjoy using AI tools.

Out of all of the unconfident responses, we saw a large number of senior adjusters and claims managers appearing noticeably unconfident or less confident than other roles in claims.

We also found that those that do not enjoy using AI also do not find them useful, which seems to make sense.

I think that's a really important point that Emma made about the difference in job roles and it's probably something we thought before we did it that we would have certain job types or demographics which would not enjoy using AI, be a bigger change to their day-to-day job maybe than for other people who are coming into the market or maybe people in the c-suite which wouldn't use it as much And it kind of led us to sort of this view that we really need to raise the floor, not necessarily the ceiling at this stage in early adoption of AI.

Fantastic.

I'd agree.

I mean, the other interesting thing is, as we sort of mentioned earlier, this was a snapshot in time, this survey.

Ultimately, it was run last year.

It'd obviously be very interesting to see, are the results consistent if we ran it again now? Have people become more familiar over the last six months? AI has certainly become a much greater part of just day-to-day and outside of the working world.

Seeing it, you know, pushed much more across at all fronts.

So it'd be interesting to see, particularly for those demographics who were not so sort of comfortable using it, it'd be interesting to see where they are now, sort of six, seven months on.