Friday, September 11th, 2026 — Insurance carriers and MGAs are applying artificial intelligence to one of the more time-consuming parts of claims handling: finding specific information scattered across large collections of documents.
A single claim can contain adjuster notes, medical records, repair estimates, correspondence, engineering reports, legal documents and photographs. Confirming a timeline, checking a prior medical condition or locating an engineering finding can require an adjuster to search several files and review lengthy records before making a decision.
Document intelligence systems are designed to make those records searchable across files and surface information relevant to an adjuster’s question. The goal is to reduce time spent locating information so claims professionals can concentrate on evaluating the evidence and applying their experience and judgment.
For adjusters, however, faster retrieval has limited value if the result cannot be verified. AI-generated claims information can affect coverage reviews, damage evaluations and other decisions where accuracy and documentation matter. Systems that identify the document or section supporting an AI-generated answer give adjusters a way to check the result against the claim file rather than accepting it without review.
Vertafore says its AI capabilities maintain a connection between surfaced information and the underlying source file. The company positions that traceability as a safeguard for human verification and for governance and compliance involving sensitive policyholder information.
The effectiveness of document intelligence also depends on how insurers store and connect their claims information. Records held in disconnected systems or moved manually between applications can make it harder for AI tools to retrieve information across a claim. Vertafore argues that centralized document management and cloud-based systems can make claims information more accessible to AI applications.
That infrastructure issue may be as consequential for claims operations as the AI search capability itself. Carriers considering document intelligence need organized, accessible records and controls that allow adjusters to trace AI results back to the evidence. The technology can shorten the search for a fact, but the adjuster remains responsible for assessing what that fact means within the claim.
