Insurance
Home›Insurance›Industry & Deals›Crawford keeps AI tools out of live claims until adjus…
Crawford keeps AI tools out of live claims until adjusters approve
The claims outsourcing firm requires adjusters to review prototypes and lets them reject tools, with reserve-setting held to an especially high validation bar.
Crawford & Company, a claims management and outsourcing provider, is putting new artificial intelligence tools through a formal review process before they are used on live insurance claims, according to Insurance Business. The Atlanta, Georgia-headquartered company says the goal is to ensure claims teams, not developers or executives, decide whether AI earns a place in daily work.
Crawford’s chief AI, data, and cloud officer, David Wright, said the company pulls representative adjusters and claims specialists from the areas where claims processes are being modified, then provides them a prototype interaction for testing. Wright said the teams evaluate whether AI would be helpful, and that they can say no, with accuracy and stability repeatedly tested across multiple uses.
Wright pointed to reserve-setting as an example of why validation standards must be high. He said reserve setting involves estimating what a longer-running claim will cost and that Crawford would assess whether an AI workflow is accurate enough, makes mistakes, and meets what the company considers “good looks like,” with the tool shut down and refined if adjusters flag problems.
Insurance Business also reported that Wright frames the cautious approach as partly shaped by how regulators and clients influence the industry. He described the company as running repeated cycles of small workflow and process modifications at scale, while clients and regulators weigh in as carriers pilot automation more aggressively across claims departments.