Allianz Uses AI and Virtual Reality to Rebuild Claims Training Programs

At Allianz Commercial’s North America operations, claims leaders are testing a new approach to one of the industry’s most stubborn problems: how to give new adjusters meaningful experience without waiting years for the right claim scenarios to come along. The company has built an artificial intelligence agent inside a virtual reality environment designed to simulate real-world claims interactions from start to finish.

The initiative, led on the claims side by Melissa Hill, regional head of claims for Allianz Commercial in North America, is meant to replace training programs that were gradually dismantled decades ago. Instead of relying on extended on-the-job exposure, trainees enter a virtual setting where they interact with an AI agent and a simulated risk manager. The system presents realistic claim scenarios, evaluates communication style, tests policy knowledge, and provides immediate feedback on everything from tone of voice to missed coverage details.

For claims adjusters, the practical implication is significant. Commercial policies routinely run hundreds of pages, and understanding how coverage applies often comes from experience rather than textbooks. The VR-based AI agent has access to policy language, regulatory requirements, and client information, allowing it to correct mistakes in real time and explain what should have been handled differently. Situations that might take five or ten years to encounter in the field can be practiced within months in a controlled environment.

Allianz is currently testing the tool with experienced claims handlers and leaders, using their feedback to refine scenarios and improve the agent’s responses. Early results suggest the AI learns quickly, adapting with each training session. Beyond onboarding, Hill sees potential for the technology to be used as a rehearsal tool for complex or high-stakes claims, giving adjusters a way to prepare before speaking with insureds or risk managers.

Success will ultimately be measured through Allianz’s graduate program, which plans to bring new college graduates into claims for the first time in years. Trainees will complete licensing, spend a year in structured development that includes the virtual environment, and then move into live claim handling. If graduates demonstrate stronger confidence, communication skills, and technical competence, Allianz expects to expand the program and continue rebuilding its claims training bench.