Tales From A Truck Driver: Lack Of Human Touch Will Kill Workers’ Comp

We live in the age of technology. Robotics and automation are all the rage, and industries everywhere, including workers’ compensation, are looking to increase efficiencies and “improve process.”

Best practices, definable metrics and big data are all the rage. Some people are even boldly predicting that AI, Artificial Intelligence, will soon assume the full responsibilities for claims handling in our industry.

God help us all.

This past week I met a man who runs a small claims operation in a sparsely populated state. His is a one-state operation, and he is an “old school” claims guy. He believes in the power of face to face interactions, scoffs at the absurdity of “best practices,” and eschews the sterile modernization of today’s trendy cost containment measures.