Most audit programs reset when a key person leaves. That’s a systems flaw, not bad luck. If the person left tomorrow, how much of it would survive? There’s a principal Steve Jobs was demonstrating when he built NeXT that I keep coming back to. He wasn’t trying to sell managers a more productive tool. He…
While the claim file is organized, tracked, and searchable the review of that file lives in a folder nobody can find or a spreadsheet no one can access. Most audit programs produce good work. The findings are real. The reviewers are skilled. The report is thorough. And then it disappears. The findings land in a…
Most claims teams bolt AI onto workflows that were broken before the technology arrived. Here’s what actually works, and what I learned building it. A few years ago, I got tired of watching the same audit cycle play out: weeks of file selection arguments, inconsistent reviewer standards, and findings that arrived too late to change…
Artificial intelligence isn’t new to insurance, but what’s changing is how deeply it’s being built into the way work gets done. McKinsey’s 2025 State of AI report notes that “more than three-quarters of respondents now say that their organizations use AI in at least one business function.” That’s real progress, but adoption alone doesn’t equal…
Let’s set the scene: In May 2024, Grant Thornton Australia made a bold move. After a year-long pilot, they permanently adopted a nine-day bi-weekly schedule essentially giving staff every second Friday off. No pay cuts. No drop in service. The secret? Smart use of generative AI, specifically Microsoft 365 Copilot. Here’s what happened: employees saved…
What was once hypothetical is now inevitable. AI is actively transforming claims processing, fraud detection, triage, customer engagement, and much more. For forward-thinking claims organizations, the challenge is no longer whether to adopt AI, but how to do it quickly, responsibly, and at scale. The property and casualty (P&C) insurance industry is no stranger to…
In our line of work, myths can be more dangerous than mistakes. They slow progress, fuel hesitation, and prevent claims teams from embracing tools that could make their lives easier and their outcomes stronger. Nowhere is that more true than with Artificial Intelligence. Despite proven use cases and mounting industry adoption, AI in claims still…
Is your operation built for the future—or stuck in the past? Let’s be honest: many claims operations are still playing catch-up. They’re overburdened by legacy systems, siloed teams, and reactive thinking. The pace of change in claims—driven by rising litigation costs, AI disruption, and shifting customer expectations—demands more than incremental fixes. I’ve spent the better…
Get to the point! Claims examiners are juggling more responsibilities than ever, with less time to do them. Meanwhile, legal counsel, striving to be both transparent and thorough, provide numerous updates throughout a claim’s lifecycle. But how often do these reports actually help claims professionals do their jobs better? In claims management, success requires strategic…
In the first article of this series 5 Fatal Flaws in Litigation Management, we examined the persistent “us vs. them” mentality that often separates insurance carriers from legal counsel. This division undermines collaboration, increases costs, and delays claim resolutions. But what if the solution lies in redefining the dynamic—not as adversaries but as collaborative allies…