From the Front Lines: Claims Adjusters Speak Out

March 11, 2025 04:00 AM PDT | By EIN Presswire

Google News:

From the Front Lines: Claims Adjusters Speak Out — Image source: EIN Presswire

Recent News

Kalkine : Nasdaq Composite Moves Amid Affirm Options Surge

Kalkine: Stock Market Reacts Mildly After House Passes Trump Tax Bill...

Kalkine: Intel Drops Amid Rivals’ Launches Dow Jones Industrial Averag...

Kalkine : ISRG Slips as Russell 1000 Dips Amid Sector Resilience

New research exposes the reality of AI adoption in claims. The most comprehensive analysis of experiences from over 1,000 professionals across the US.

ROCK HILL, SC, UNITED STATES, March 11, 2025 /EINPresswire.com/ -- A comprehensive new study released today by Nikki Jackson, CPCU, ARM, CDMS, Founder and CEO of Elevate the Narrative, reveals a significant disconnect between insurance industry AI investments and frontline implementation in claims departments. The research, titled "From the Front Lines: Adjusters Speak Out," surveyed 1,013 claims professionals between August 2024 and February 2025, uncovering concerning gaps in technology adoption and training.

Despite widespread industry rhetoric about digital transformation, the study found only 32% of claims adjusters report using AI tools in their daily work. Of those who do use AI, applications vary widely: 40% use it for claims processing, 35% for data analysis, and 25% for customer communication—revealing inconsistent implementation strategies across organizations.

"The insurance industry has invested billions in AI and automation technologies, but our research shows these investments aren't effectively reaching the professionals who need them most," said Nikki Jackson. "With 65% of claims professionals receiving little to no AI training and 58% reporting low confidence in using available technological tools, we're seeing a critical implementation gap that undermines the potential benefits of these investments."

Other key findings related to technology adoption include:
-Significant disparity in AI implementation across different claim types and organization sizes
-Technology infrastructure cited as a primary challenge by 65% of respondents
-Manual data entry and lack of system integration identified as major obstacles to efficiency
-Substantial interest in AI tools among adjusters, but limited access and insufficient training

The research provides detailed recommendations for bridging this technological divide, including structured AI training programs, user-centered technology design, and integration of frontline adjuster perspectives in technology purchasing decisions.

"Claims professionals are not resistant to new technology—they're eager for tools that can help manage their challenging workloads," Jackson added. "But without proper training, intuitive design, and seamless integration into their workflows, these tools become additional burdens rather than solutions."

The complete study includes comprehensive analysis across five key domains: demographics and professional background, employment and workload, AI and technology integration, industry challenges, and career satisfaction, providing valuable insights for technology developers, insurance executives, and claims leaders.

The full report is available at www.elevatethenarrative.com/research-study/.
Nikki's prior research study, "The Workers' Compensation Talent Shortage" and other works can be found at www.elevatethenarrative.com

About Nikki Jackson

Nikki Jackson, CPCU, ARM, CDMS, is the founder and CEO of Elevate the Narrative, a consulting firm dedicated to transforming the risk and insurance industry through data-driven insights and strategic innovation. With extensive experience in the claims profession, Nikki brings a unique perspective to industry research and advocacy. "This research has highlighted critical areas where our industry needs to evolve," said Jackson. "I'm excited to announce that I'll soon be rolling up my sleeves to tackle these issues head-on in a new role. Stay tuned for more details about this next chapter."

Note to editors: Nikki Jackson is available for interviews and additional commentary on this research. High-resolution graphics illustrating key findings are available upon request ([email protected]).

Nikki Jackson
Elevate the Narrative, LLC.
+1 803-487-9045
email us here
Visit us on social media:
Facebook
X
LinkedIn
Instagram
YouTube
TikTok
Other

Legal Disclaimer:

EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.

Disclaimer

The content, including but not limited to any articles, news, quotes, information, data, text, reports, ratings, opinions, images, photos, graphics, graphs, charts, animations, and video (Content) is a service of Kalkine Media LLC., having Delaware File No. 4697309 (“Kalkine Media, we or us”) and is available for personal and non-commercial use only. The principal purpose of the Content is to educate and inform. The Content does not contain or imply any recommendation or opinion intended to influence your financial decisions and must not be relied upon by you as such. Some of the Content on this website may be sponsored/non-sponsored, as applicable, but is NOT a solicitation or recommendation to buy, sell or hold the stocks of the company(s) or engage in any investment activity under discussion. Kalkine Media is neither licensed nor qualified to provide investment advice through this platform. Users should make their own enquiries about any investments and Kalkine Media strongly suggests the users to seek advice from a financial adviser, stockbroker or other professional (including taxation and legal advice), as necessary. Kalkine Media hereby disclaims any and all the liabilities to any user for any direct, indirect, implied, punitive, special, incidental or other consequential damages arising from any use of the Content on this website, which is provided without warranties. The views expressed in the Content by the guests, if any, are their own and do not necessarily represent the views or opinions of Kalkine Media.
The content published on Kalkine Media also includes feeds sourced from third-party providers. Kalkine does not assert any ownership rights over the content provided by these third-party sources. The inclusion of such feeds on the Website is for informational purposes only. Kalkine does not guarantee the accuracy, completeness, or reliability of the content obtained from third-party feeds. Furthermore, Kalkine Media shall not be held liable for any errors, omissions, or inaccuracies in the content obtained from third-party feeds, nor for any damages or losses arising from the use of such content. Some of the images/music that may be used on this website are copyrighted to their respective owner(s). Kalkine Media does not claim ownership of any of the pictures/music displayed/used on this website unless stated otherwise. The images/music that may be used on this website are taken from various sources on the internet, including paid subscriptions or are believed to be in public domain. We have used reasonable efforts to accredit the source (public domain/CC0 status) to where it was found and indicated it, as necessary.
This disclaimer is subject to change without notice. Users are advised to review this disclaimer periodically for any updates or modifications.