How AI Is Changing Workers’ Compensation Claims Handling Without Replacing Adjusters

Artificial intelligence and automation are steadily shifting workers’ compensation claims handling away from administrative volume and toward intentional claim management. Tasks that once consumed large portions of an adjuster’s day, such as document follow-ups, claim assignment, and routine status updates, are increasingly handled by technology. This change gives claims professionals the time and space to focus on investigations, strategy, and early intervention when a claim begins to show signs of escalation.

As AI supports workload balancing and operational oversight, human judgment remains central to successful outcomes. Insights shared by Ryan Murphy, VP of Product for Enterprise Claims at CorVel, underscore the importance of human review and context when using AI-generated data. Technology can surface trends, identify optimal caseloads, and flag potential risks, but experienced adjusters are still responsible for validating information and making decisions that affect injured workers, employers, and overall claim costs.

Communication improvements are a key benefit of this shift. Text messaging has become an effective way to reduce phone tag, set expectations, and improve responsiveness, especially for injured workers navigating the claims process for the first time. Clear, timely communication helps lower frustration, builds trust, and reduces the gaps that often lead to disputes or litigation.

By removing administrative friction, automation allows claims professionals to return to fundamentals that have always driven strong results. More time for direct phone conversations, proactive outreach, and empathetic engagement strengthens relationships and improves outcomes. Rather than replacing adjusters, AI is reinforcing their role by allowing greater focus on core competencies, human connection, and informed decision-making throughout the life of a claim.