Insurance
Home›Insurance›Property Insurance›Claims adjusting is shifting from judgment to process…
Claims adjusting is shifting from judgment to process and automation
The article argues that while systems and AI can keep claims moving, they can also blur the line between completing paperwork and properly evaluating coverage.
Insurance Journal examines how claims work has evolved as diaries, electronic reports, templates, dashboards, and artificial intelligence increasingly manage routine steps in claim processing.
The piece contends that technology helps insurers maintain consistency, documentation, and regulatory compliance, but warns that “completing the process” can become confused with actually adjusting a claim.
It contrasts journalism, where a reporter investigates answers and looks for inconsistencies, with adjusting work that still requires judgment about what matters, what is missing, and how the facts fit together.
In a reported example, the author describes an adjuster interview where an insured mentioned traveling back and forth to the airport, but the interviewer continued through a checklist instead of probing why it was happening, later learning it related to operating a livery business under a personal auto policy that could carry coverage implications.