AI in Claims Management Is Advancing with Better Data and Human Insight

A recent CLM Tech Talk, sponsored by Charley AI, brought together thought leaders to discuss how artificial intelligence is reshaping claims management. Ellen Carney, Jeff Goldberg, and Karen Furtado examined both the opportunities and roadblocks AI presents to insurers striving for greater efficiency and customer service.

A key takeaway was the importance of high-quality data. The panelists noted that while insurers have vast stores of information, poor data quality remains a major barrier to successful AI adoption. Ellen Carney emphasized that resolving legacy data issues is critical for meaningful automation.

AI’s role, however, isn’t just about replacing manual processes. Jeff Goldberg stressed that technology should support—rather than replace—the adjuster, especially when handling emotionally charged or complex claims. Maintaining the human touch is essential for customer care and trust.

Karen Furtado added that AI’s ability to analyze not only structured data but also unstructured content like adjuster notes and police reports is what makes it truly transformative. Panelists concluded that AI tools designed specifically for insurance bring the most value, enhancing speed and consistency while empowering claims professionals with better insights.