Over the next five years, the insurance industry is set to undergo a digital revolution, with technology and AI becoming increasingly foundational for insurers, underwriters, and brokers alike.
For clients and policyholders, expectations around what a great experience looks and feels like are evolving. Thanks to our everyday online interactions, we now know what’s possible and what great service truly looks like.
Equally, we know what outdated, cumbersome, and inefficient processes feel like.
For the whole insurance sector, delivering a smooth, easy, and efficient claims process is now a baseline expectation, and AI is becoming an ever-more important enabler.
However, while a good digital experience alone is one thing, the real power of AI enabled claims is to help deliver a strategic advantage, too – helping to better manage risk and protect businesses.
The need for speed and seamless automation
When an insurance claim is made, it can often be a stressful time. For businesses, they want – and need – the claim processed as quickly as possible.
A delayed claim can disrupt business operations, impact cash flow, and damage a company’s reputation.
A 2025 report from KPMG found that a digitally enabled claims ecosystem can automate 40–50% of claims. This helps claims specialists spend more time on the claims that do need human intervention. A 2025 paper from the European Journal of Computer Science and Information Technology, meanwhile, found that AI-enabled claims automation can reduce claims cycle times by up to 75% – while improving accuracy, too.
An efficient, faster claims process will help minimise business disruption, reaching a fair outcome in days, rather than weeks.
Transparency and trust
For clients, being able to lodge claims and see progress in real time is invaluable – and it builds further trust in the service being delivered. When using AI and tech to manage and process claims, you’re removing dependency on human beings to action simple tasks – that way, the process is accelerated, and the system can cope with claims at scale. AI enabled claims processes can also play a huge role in fraud detection, which reduces wasted time and can reduce cost, too.
In addition, policyholders want to know that the claims process is fair and compliant. A study from EY found executives want explainable AI, which can provide a clear audit trail and explain why decisions were made, which is essential for internal risk management and mitigation.
Digital equals confidence
A quality digital experience earns client trust. Confidence is built, and being able to see where the claim is at any time reinforces that. Of course, that trust will only last so long – it’s got to be backed up and reinforced – however, a strong digital first impression instantly sets you up for success.
Actionable data for enhanced risk mitigation
Claims managers need to proactively mitigate risks, too, and the inputs into claims management technology can help. With AI capable of analysing vast amounts of data and overlaying that with information on, for example, climate risks, or security trends, claims managers can become more predictive rather than reactive, better understanding potential risks and putting mitigation strategies in place.
Human input when required
For simple, straightforward claims, a fast, seamless experience is best. For more complex claims, however, human intervention is needed. When digitally submitted claims are triaged, the most appropriate help can be assigned. By automating the straightforward, claims experts can spend more time on the complex, enhancing the client experience.
KPMG found that skilled professionals will remain in demand in the claims process. Policyholders want a system that can intelligently triage claims by routing complex cases that require empathy, negotiation, and nuanced judgment to a human.
Creating the foundations for success
Today, it’s incredibly important to deliver a quality digital experience that provides clarity and certainty, and a strong digital infrastructure is essential to achieving that.
ClaimsGateway is the platform that lays the foundations you need to build AI-enabled claims management in the future. By managing data entry, claims processing, and complex workflows across the entire claims journey, ClaimsGateway enables claimants and claims managers to build the structured, centralised environment needed for AI to deliver real value – and set your organisation up for true success.
