Wegmans Reduces Litigation and Enhances Worker Recovery with AI-Enhanced Claims Management

Wegmans Food Markets, a major grocery chain, has successfully implemented artificial intelligence, or "assisted intelligence," as they prefer to call it, to improve workers’ compensation claims management, significantly reducing litigation rates. At a recent Riskworld conference, Brian Trick, the Director of Claims Services based in Rochester, New York, highlighted the transformative impact of AI in their operations. Initially, the litigation rates in high-risk distribution centers dropped dramatically from 40% to 22%, illustrating the effectiveness of AI in identifying and intervening in high-risk cases.

The company uses a sophisticated program that analyzes a variety of data, including employee emails, medical and claims handler notes, and phone communications. This technology helps identify cases where workers feel they are not recovering adequately, triggering timely interventions. This is not about replacing human workers but enhancing their capabilities to manage large volumes of data and make informed decisions quickly. For example, AI aids in reviewing extensive medical records and consolidating information from diverse data sources efficiently.

Furthermore, the integration of AI into their claims process has expedited access to treatment, allowing responses in real time rather than the days typically required. Tyler Kennedy, a lead developer from Gain Life Inc., added a note of caution during the conference, acknowledging that while AI significantly aids the process, it is not infallible and requires human oversight to address its limitations. He humorously illustrated this by showing how AI could confuse images of blueberry muffins and chihuahuas, underscoring the technology’s current limitations in interpreting complex or ambiguous data.