In a rapidly evolving digital landscape, the insurance industry—particularly workers’ compensation claims management—stands at a fascinating intersection of human expertise and technological innovation. The latest episode of “Adjusted” featuring Sam Neer, Group Product Manager at Berkley Alternative Markets Technology (BAMTECH), explores this dynamic relationship with refreshing clarity.
The conversation begins with a vital distinction: technology in claims isn’t about replacement but augmentation. “The word of the day is augmentation,” Neer emphasizes, highlighting how technology should enhance human capabilities rather than eliminate them. This perspective represents a significant departure from anxiety-driven narratives about automation taking jobs. Instead, the focus remains on how technology can handle repetitive tasks, allowing adjusters to apply their expertise where it matters most—the human elements of claims management.
One compelling application discussed is the use of machine learning to identify potentially serious claims early in the process. By analyzing first reports of injury, systems can flag catastrophic claims that require experienced adjusters while streamlining the handling of minor injuries. This triage approach doesn’t remove human judgment but redirects it more efficiently. As Neer explains, “We’re not trying to eliminate roles. We’re trying to elevate them” by deploying human talent where it adds the most value.
The dialogue also addresses common misconceptions about claims technology. On one end of the spectrum, some expect technology to solve every problem with a “magic wand,” while others remain skeptical about its capabilities. The reality lies somewhere in between. Technology excels at tasks like data validation, pattern recognition across millions of claim notes, and efficient information routing—but still struggles with nuanced decision-making that requires human empathy and judgment. Understanding these boundaries helps organizations set realistic expectations for technology implementations.
Perhaps most valuable is the discussion about managing technology priorities. With limited resources and seemingly unlimited wishes from claims departments, how do organizations decide what to build? Neer advocates combining “the voice of the tactical with the insight of the strategic”—balancing day-to-day operational needs with a longer-term vision. This approach prevents analysis paralysis and keeps innovation moving forward through incremental improvements rather than waiting for perfect solutions. One participant notes that “Objects in motion tend to stay in motion,” highlighting the importance of starting somewhere and building momentum.
The future of claims technology looks promising, with developments in cloud computing offering faster, more reliable systems and advancements in AI continuing to expand what’s possible. However, the human element remains central. The “human in the loop” model keeps adjusters involved in the process while technology handles routine tasks. This partnership between human expertise and technological capability represents the most promising path forward for claims management—not replacing adjusters but empowering them to focus on what they do best: helping people navigate difficult situations with empathy and expertise.