James Benham is the CEO and co-founder of J B Knowledge and the podcast host of Insured Tech Geek: James grew up in Baton Rouge, LA, and had no technology in his home until he was twelve. He was introduced to his first computer in 1991. James studied classical piano from age eight and wanted to be a famous pianist but fell in love with technology. He started his first business from his dorm room at Texas A&M, building software for anyone who would pay him. He built a team and landed his first client in insurance in 2004. That was the beginning of James’s involvement in the insurance industry. In 2008, he worked with his first work comp client and has been building insurance software for 20 years.

Misconceptions on how technology can improve the claims process: James thinks that one of the biggest misconceptions is people thinking that “a claim is just a claim.” A comp claim has some radical differences from an auto claim. A comp claim could last 80 years, and an auto claim can be reconciled in a week. The misconception is that adding different lines to the software doesn’t take long. But the truth is that the data, records, requirements, and even estimating reserves are all very different technologically. To do claims well, you must give each line the required attention. No AI magic bot fixes everything – no one size fits all. Technology in the claims space: Many things go well with tech and claims, especially compared to the 1980s paper claim process. Technology helps with the visibility of a claim. It gives you a picture of what is going wrong early in the process. It lets you identify adjuster and claimant behavior patterns by looking for casualty and correlation. Tech also digs into the notes, files, and data, looking for trends to help adjusters manage claims better. Finding the balance between Technology and People: There is no substitute for a person with empathy and understanding. The key is to use technology to give adjusters more time in their day to allow that empathic approach to emerge. A good example is using a medical bill look-up tool. If a provider can use a portal to check bill status, this frees up a lot of time for the adjuster to build relationships and connections with claimants and their families. The AI buzzword: Many people consider AI a savior for all technological-insurance problems. The truth is that the multi-tool really does not exist. There is a need to solve specific problems; therefore, you need specific tools. IT needs to focus on solving the biggest problem with the most specific, best tool for that problem.  Managing Expectations when people want an immediate fix: We live in an immediate gratification world. Everyone wants what they want now. It is the same with claims and technology. Deadlines and stress are factors. James feels the IT tech needs to empathize with the client and explain the process. Rushing can lead to mistakes. The tech must focus on communication, education, and building a healthy work relationship to achieve the best result. Best Strategies for When Technology Breaks: James’ number one rule in a crisis is to stay calm. Losing your cool only makes things worse. Focus on what you can do right now and do it. The tech needs to communicate clearly and honestly with the client. They need to do right by the client and then tackle the problem. It is important to perform a Root Cause Analysis (RCA) after the situation is handled to determine what can be done better next time.