Claims Processing Leads Insurance AI Adoption, Underwriting Lags Behind

A new report by Sollers Consulting finds that while artificial intelligence (AI) is becoming standard in claims processing, wide disparities exist in how insurance companies govern and scale these innovations. Based on interviews with 35 insurers across North America and Europe, the study shows that 97% of firms have some level of AI adoption, yet only about half have embedded it into their strategic agendas. Claims processing, document data extraction, and chatbots lead implementation, with 69% of insurers using AI for data extraction and 64% automating email triage. However, underwriting remains a less developed frontier, due largely to lower digitalization and process complexity.

Notably, 26% of insurers surveyed have no formal AI governance structure. This governance gap presents a serious risk as firms look to integrate AI more deeply across underwriting, pricing, and customer-facing channels. The report warns that organizations without structured oversight may struggle to align AI initiatives, resulting in inefficient architectures and siloed solutions.

For claims adjusters, the key takeaway is that AI is already transforming front-end processes like FNOL (First Notice of Loss), document intake, and triage. As adoption scales, adjusters will increasingly interact with AI-enabled tools for routine tasks, freeing time for complex case handling. However, inconsistencies in implementation across firms mean adjusters may experience widely varying AI support, depending on their employer’s tech maturity and governance approach. Understanding these gaps can inform both professional development and expectations around workflow automation.