Wisedocs and ALM’s PropertyCasualty360 recently partnered to conduct a claims industry survey, uncovering a paradox at the heart of AI in claims: while there’s clear excitement around AI’s potential to streamline operations, trust in its autonomous decision-making remains low. The report, “AI in Claims: The 4x Trust Effect of Human Oversight,” reveals that combining artificial intelligence with expert human validation dramatically increases confidence among claims professionals.

The survey, which polled 65 claims professionals - including adjusters, claims, managers, and service providers - delivers a candid look at the state of AI adoption and trust across the industry. Join us as we dive into the key takeaways from the exclusive report.

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Key insight #1: Trust in AI alone remains low

Only 16% of respondents express medium or high trust in AI-generated outputs on their own, with a mere 2% indicating high trust. The primary barriers? Concerns about accuracy (54%), compliance (49%), and integration with existing systems (45%).

Even though AI adoption is gaining traction elsewhere - 78% of workers report organizational AI use according to McKinsey - the claims space remains cautious. In fact, 58% of claims professionals say they either don’t use AI at all or aren’t sure if their organization does.

Key insight #2: Human oversight increases trust by nearly 4x

When respondents were asked how their trust levels change when experts validate AI outputs, the percentage expressing medium or high trust spiked to 60% - a nearly 4x increase - with high trust alone leaping from 2% to 22%. The presence of a trained professional verifying AI results appears to serve as a major trust multiplier, helping organizations overcome skepticism.

Even those already using AI are more trusting. 33% of occasional AI users report medium or high trust, compared to 0% among those who don’t use AI and have zero plans to adopt it.

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Key insight #3: Focus AI on efficiency gains

While trust in AI’s judgment remains tentative, its value as a productivity tool is well recognized. 76% of respondents believe AI can boost efficiency by accelerating document handling and optimizing resources. The most anticipated areas for AI improvement include:

• Document automation and data extraction (69%)
• Operational workflow automation (57%)
• Claims decision support (31%)

Respondents are less optimistic about AI’s role in strategic or high-risk tasks like fraud detection or regulatory compliance, where the stakes are much higher.

Bridge the trust gap with AI and expert human oversight

For claims organizations considering AI, the message is clear: the path to adoption runs through human-in-the-loop (HITL) processes. With oversight, AI becomes a valuable partner, freeing up teams to focus on strategic priorities and handle higher claim volumes without sacrificing quality or compliance.

Ready to explore how HITL AI can support your claims workflow? Download the full report to discover how HITL systems are:

• Rebuilding trust
• Accelerating claims processing
• Freeing teams to focus on more strategic work

Don’t miss the opportunity to learn what your peers are thinking and how your organization can move forward with AI, strategically and securely.