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Openly’s VP of Claims outlines how adjusters should evolve with AI
The article says automation of repetitive tasks is expected to let one adjuster handle significantly more claims, even as catastrophe losses and reconstruction costs keep raising complexity.
Coverager reports that Gina Reyes, vice president of claims at Openly, argues the insurance claims function is being reshaped by three forces: rising technical complexity, higher customer expectations for faster and more transparent communication, and the growing role of AI in day-to-day adjuster work.
According to Coverager, Reyes describes how Openly built its claims organization from the ground up as a technology-first carrier, designing hiring decisions, workflows, operating model, and technology investments around current market realities rather than inherited legacy processes.
The outlet says productivity gains from automating repetitive administrative tasks are expected to enable a single adjuster to manage significantly more claims, while the claims themselves are becoming more demanding and often require greater technical expertise.
Coverager also notes that catastrophe losses and elevated reconstruction costs are increasing the need for documentation, policy interpretation, coordination across vendors and third parties, and more communication with policyholders, alongside evolving expectations from contractors, public adjusters, attorneys, and regulators.