Artificial intelligence (AI) is transforming claims handling. It can speed up processes and improve accuracy, but there are still misconceptions about what it can and cannot do. Let’s explore two key facts and two common misconceptions.
AI can automate repetitive tasks such as classifying documents or comparing photos with earlier cases. This saves valuable time and allows experts to focus on complex claims. In practice, this means customers benefit from quicker and smoother experiences.
AI excels at spotting patterns humans might miss. By scanning for inconsistencies in pixels, lighting, or metadata, it can surface red flags that point to manipulated evidence. This supports fraud prevention and strengthens overall risk management — always with human review to confirm results.
Fraud is rarely simple. So-called “shallow fakes” — images altered with basic edits like copy-move, splicing, or retouching — are easy to make with everyday editing tools. A dent duplicated in two spots, a shadow that doesn’t match, or timestamps that don’t line up are just a few examples.
AI can flag irregularities, but it cannot decide on its own whether a claim is fraudulent. Human expertise is essential for interpreting signals and ensuring fair outcomes.
AI is a tool, not a substitute. The EU AI Act, in force since 1 August 2024, makes clear that human oversight must remain central whenever AI influences decisions. Experts provide the context and judgment AI cannot. The future of claims handling lies in collaboration: AI for speed and detection, humans for fairness and trust.
AI is reshaping the way claims are handled, offering both speed and sharper risk detection. It is not a flawless fraud detector, nor a replacement for human expertise. Its true value lies in balance: AI enhances efficiency and uncovers insights, while human judgment provides the fairness, context, and trust that customers rely on.
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