In the age of AI, it’s easy to get swept up in the digital world. ChatGPT has upended how many sectors work, generative AI and automation is moving at lightning speed – with many brokers worried that if they don’t jump on the tech train they’ll be left behind.
However, the debate around how much can – or should – be left to AI is still a divisive topic for insurers, with many coming back to the old adage that human touch will always prevail.
Speaking to Insurance Business, Douglas Weisskopf (pictured), client company manager at The Hartford Steam Boiler, said that his clients still like to have a personal touch, especially where claims adjusters are concerned.
“People do like to have that personal touch with a claims adjuster there, looking at the challenges in front of them, rather than just everything being automated, like a drone flying overhead or something,” Weisskopf said.
“We have licensed adjusters in all 50 states to go out and do an inspection as well. I think we're trying to bridge that gap. Some insureds just want to figure it out and get it done quickly, some would rather have a full hands on experience.”
And the theme of maintaining that human touch is reflective of wider industry trends. As Weisskopf explained, one of the biggest challenges in insurance is ensuring policyholders feel connected to the claims and underwriting process – something that often gets lost with too much tech.
“Some clients won’t feel like they’re connected,” Weisskopf said. “We still maintain a model that prioritizes direct contact. Clients can call us or reach us through our website anytime. Our whole focus is on a very customer-based approach. For me, in business relationships and business management, my team has always provided a customer-first approach.
“When a client calls in, there’s a dedicated claims professional focused on making sure they have a point of contact and receive the communication they need. We follow strict protocols for claims – how long we take to respond, how long it takes to set things up – because maintaining that direct, human connection is very important.”
However, with AI-driven automation becoming more prevalent, HSB is carefully considering how to balance efficiency with human decision-making. “It’s a new thing – how and when we figure out where to use it. We definitely use AI – it’s a big focus across our company. But so far, we’re using it for simple, repetitive tasks rather than complex decisions.”
For now, AI at HSB is primarily supporting operations rather than replacing human expertise.
“There are some underwriting decisions where I think there’s just always going to be a human touch, at least at some point along the process,” Weisskopf said. “But AI is great for things like communication between employees, recording of meetings, email formatting, and translation of policy documents.”
Looking ahead, AI could play a larger role in underwriting – but more of a partnership rather than a replacement.
“It doesn’t mean we won’t see a future where some complex underwriting decisions involve AI,” Weisskopf said. “But so far, what I’ve seen is AI handling simpler, more repetitive tasks. We’ll still need the human touch in underwriting decisions.”
