This article was written with the assistance of AI and edited by Angela Sabarese.
In a comprehensive webinar on artificial intelligence (AI) in the claims industry, titled, “AI, Trust, and the Human Touch: Why Human-in-the-Loop Is the Future—and Present—of Claims Management,” Connor Atchison, CEO and cofounder of Wisedocs, shared insights on how AI is transforming claims management while emphasizing the irreplaceable role of human oversight.
Opportunities for Technological Advancement
Atchison, who entered the claims space twelve years ago as a military health administration officer, founded Wisedocs after experiencing firsthand the inefficiencies of claims processing. He noted that the insurance and claims management industry has historically been plagued by antiquated processes and manual labor, creating opportunities for technological intervention.
Human-in-the-Loop Approach
The presentation explored how AI can serve as a force multiplier to increase team effectiveness without expanding headcount, reduce administrative delays, and accelerate claims resolution. Particularly notable was the emphasis on human-in-the-loop approaches—systems designed to incorporate human intervention through supervision, decision-making, and feedback.
"I'm often asked, 'Will AI replace my job?' My answer is, 'No.' I believe we'll always need a human in the loop," Atchison stated. "Integrating human input and expertise into the lifecycle of machine learning and intelligent systems is paramount to the success."
The webinar highlighted striking statistics: 77% of carriers implemented major AI initiatives in 2024, while trust in AI increases fourfold when human validation is involved. Atchison also addressed emerging regulations, noting that states like North Carolina and Texas are developing AI governance frameworks for insurance.
"In my opinion, human in the loop isn't a limitation of AI. It is a strength of the design system," Atchison emphasized. "Whereas fully autonomous systems aim to minimize human involvement to increase speed and scalability, human-in-the-loop emphasizes collaboration over delegation."
The presentation concluded with practical recommendations: build the right solution stack, include human oversight, use AI as an accelerant rather than a replacement, and start simple while building on successes—essential guidance for claims professionals navigating the AI revolution.