The Human Algorithm explores how AI, human judgement and local expertise can work together to strengthen claims, build trust and support better outcomes for customers.

As insurers embrace greater automation and artificial intelligence (AI), a paradox is emerging: the more routine work technology performs, the more valuable human expertise becomes.

The Human Algorithm examines how AI, professional judgement and local presence can work together to strengthen the claims experience. Prepared by Crawford & Company®, the discussion paper draws on industry research and real-world insights to explore how insurers can use technology while retaining the human expertise customers need during recovery.

Insurance is a promise tested when customers experience loss. At that point, speed and efficiency matter, but so do judgement, empathy, fairness, clear communication and practical support. As Crawford & Company Australia president Jonathan Hubbard puts it, claims need “people first, who are digitally enabled”.

This is particularly important in Australia, where vast distances, regional and remote communities and increasing natural catastrophe risks can make local knowledge and presence critical.

The Human Algorithm considers why the future of claims is not a choice between humans and AI, but how effectively the industry combines their respective strengths to improve customer outcomes. Find out more now.

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