This article discusses how Westfield, a super-regional property/casualty insurance carrier, is implementing artificial intelligence (AI) to improve its claims processes. The company is focused on using technology to enhance the experiences of policyholders, claims professionals, agents, and internal stakeholders.
Westfield is integrating new technologies, particularly generative AI and large language models, to streamline processes and provide adjusters with real-time resources. The company has developed several AI-driven tools, primarily focused on summarization, which have exceeded expectations in terms of accuracy and time savings. One specific application involves summarizing medical records and demand packages for casualty claims. A pilot program using ChatGPT was successfully completed, and the implementation into production-based claims workflow systems is targeted for January 2025.
Employees have shown a positive response to the new technology, transitioning from skepticism to excitement as they realize its potential to improve their work and build upon their knowledge. Westfield is partnering with its data and quality assurance teams to measure the success of the technology by assessing its impact on accuracy, efficiency, and overall business outcomes. The company views generative AI as a transformative force that will significantly alter and improve how work is done in the future.