There are reports coming in referencing all insurance companies confirming the use of AI in their claims evaluation processes. Unum seems to be the frontrunner although I can honestly say that I haven’t noticed speaking to anyone but a human.
The notion of using artificial intelligence to manage disability claims is certainly not new going all the way back to 2000 when Unum told their claims handlers to use MDA (Medical Diagnosis Analyst) to obtain recovery dates for claimants and insureds. Although the “idea” of using software in the claims process is not new, today, it is wrapped around modern technology in the form of AI.
Neither the US, nor the UK version of automated disability software was successful. This time around, however, insurers are confident that AI will work to communicate with insurers and eventually will be able to render claims decisions based on input data. Reports indicate Unum is already using AI to return phone calls and handle some of the administrative aspects of claims.
So what do you think? Would you mind speaking with AI about your claim? How would you appeal an AI denial decision? This is what caused the UK systems to fail. Automated “decision makers” kept denying claims, especially for FMS and CFS, so much so that the UK arbitration boards were overrun with complaints.
Therefore, it appears we are headed to a new automated systems for disability claims. It may be hard to wrap our heads around the idea, but, it coming folks!
