Claims handlers stress the need for human touch in automation

A substantial 86% of claims handlers said they believe automation can improve the overall customer experience by delivering faster, more accurate outcomes.

In terms of potential benefits, 70% want automated real-time user updates for customers, and more than half (54%) believe integrating multiple data sources would improve efficiency, while 43% want enhanced analytics to support decision-making.

However, an even larger base of 92% (including 51% who said human oversight is ‘essential’, and another 41% who rated it ‘important’) said a “human in the loop” for automated claims workflows must remain central.

44% of respondents believe that the necessity for human oversight was necessary to reduce the likelihood of risks or errors without proper safeguards, and 39% believed it necessary to maintain service quality and empathy.

Only a very small minority (3%) would be comfortable removing human oversight entirely and most want automation to assist, not autonomously decide on, complex claims.

This dual stance reflects a growing consensus across the industry that automation should support, not supplant the people who manage claims.

Handlers confirmed that automation is ideal for routine, data-heavy tasks. However, while many respondents pointed to technology’s ability to speed up simple claims, assess risk faster and trigger alerts for fraud, they were clear that human judgement is irreplaceable for sensitive or complex cases.

One of the claims handler respondents explained:

“I hope that we will work in tandem with automation. Ideally, artificial intelligence and automation will handle the grunt work and provide recommendations, while we claims handlers can spend the right amount of time on difficult decisions in complex claims.”

“Automation is at its best when it complements people, not replaces them. What we’re hearing from claims handlers is that they want to work smarter and faster, not turn the process into a faceless machine.

“There’s a rightful insistence on keeping the human touch. Insurance is a people business at its core. Our survey shows handlers are eager to let technology handle the dull, repetitive admin, so they can focus on what matters. Not least, guiding customers and exercising judgment on tough cases.

“At RDT, we design our solutions with that principle in mind – efficiency with empathy. We’re proving that you can streamline claims through automation while still keeping the claims handler firmly in control of critical decisions and customer communication.”

The future of claims will not be an all-or-nothing choice between manual and automated. Instead, it will be a thoughtful blend of both.

RDT is at the forefront of this balanced approach, helping insurers deploy automation in areas that deliver quick wins but also ensuring that systems are built with transparency and human override where needed. By enabling workflow automation that handles the heavy lifting and equipping claims handlers with real-time data and AI insights, RDT’s technology allows insurers to achieve new levels of speed and accuracy without sacrificing the personal service that builds trust.

RDT’s cloud-native solutions streamline policy management, claims handling, dynamic rating, fraud detection, and workflow automation. By partnering with RDT, insurers gain transformative advantages through expertly tailored technology that optimises operations and elevates performance.