Bringing Empathy Back to Claims with AI & Human-in-the-Loop: Webinar Reflections with Insurtech Insights

Claims leaders are rethinking how to balance people and technology. This was the focus of the Insurtech Insights webinar Integrating Empathy, Intelligence, and Innovation into the Claims Journey. The panel included Denys Linkov, Head of Machine Learning at Wisedocs, along with Sabine VanderLinden of Alchemy Crew Ventures, Marc Scheidegger of Swiss Re Corporate Solutions, Maren Dennis of Markel, and Andrew Leeds of Plymouth Rock Assurance.

Together, they shared how their organizations are modernizing claims while keeping empathy at the heart of the process. Denys emphasized that automation should take on repetitive tasks so adjusters can prioritize relationships, focus on claims decisioning, and support policyholders throughout the claims process.

The Empathy Gap in Claims

Many claims handlers, especially those early in their career, feel weighed down by paperwork and long processes, leaving little bandwidth to assist families through difficult moments. Recent data shows machine learning can cut claim review time by up to 70% while keeping accuracy near 95%. That means less effort buried in files and more time talking to clients and building trust.

During the session, Denys highlighted how AI can take on repetitive work like scanning lengthy claim files or pulling key references, giving adjusters space to dedicate time to meaningful conversations and stronger partnerships with beneficiaries.

Human-in-the-Loop: Where AI Meets Trust

There’s a common concern that as technology enters the claims space, a traditionally human process could become too automated, losing its personal element. It’s with this misconception in mind that Denys described how expert-in-the-loop systems keep people at the center of the process while using AI to do the heavy lifting of tedious tasks. AI handles the time-consuming work, but every output is reviewed by someone who has the clinical expertise before it reaches the adjuster. Taking this step keeps the technology accurate and dependable, while maintaining the level of trust carriers depend on.

Wisedocs’ recent survey report results, in partnership with PropertyCasualty360, show how much this matters. Only 16% of respondents said they fully trust AI on its own, but that number jumps to 60% when a human reviews the output. HITL lets adjusters catch mistakes, confirm results, and use AI confidently, so they can spend less time second-guessing and devote greater attention to supporting clients.

Upskilling Adjusters for a Tech-Enabled Future

The session explored the direction the industry is taking in this emerging era of AI, as well as the accompanying concerns surrounding potential job displacement. Denys encouraged claims leaders to see AI as an opportunity to grow their teams rather than replace them. Health insurers in 16 states report 84% are using artificial intelligence or machine learning in some capacity, showing the shift is already well underway. As claims work becomes more technical, adjusters can upskill and explore expanding to new roles like prompt engineers or solution designers, using their unique claims expertise to shape how AI enables the work.

The webinar explored how pairing domain experts with technical teams makes it possible to quickly prototype new workflows and reimagine how claims are handled. Collaboration like this helps create modern, practical tools, freeing claims professionals to focus on the individuals and decisions needing attention most.

Empathy and Innovation Go Hand-in-Hand

AI is allowing insurance teams to move faster, but speed alone is not enough. Empathy and trust are what make the experience impactful for claimants, and those can only come from people.

At the end of the webinar, Denys left claims leaders with a simple call to action. Invest in technology that reduces busywork and reinvest just as much in the specialists who use it. When adjusters have the right tools and time to commit to clients, they can deliver quicker resolutions without losing the personal touch, keeping policyholders feeling supported.

To explore in greater depth how claims leaders are integrating empathy into the claims process, watch the full webinar now.