Leadership wanted to use AI in claims handling. Two pilots had stalled: handlers didn't trust the outcomes, and compliance blocked every use of customer data.
Client caseInsurer · AI Transformation · 2026
Two AI pilots stalled. The third, everyone uses.
How a claims department of 60 handlers came, in six weeks, to rely on an AI assistant that first spent three weeks only watching.
4 min
First assessment of a claim file. Was 11 minutes.
Over 20,000 hours a year, across roughly 180,000 files.
85%
Of claims handlers use the assistant every day.
Six weeks after go-live, with no obligation to use it.
0
Compliance findings in the AI Act review.
The model never saw customer data, only the structure of a file.
Situation
Approach
Claims handlers and compliance in one design team, from day one.
No customer data to the model. Only the structure of a claim file.
Three weeks in shadow mode: the assistant watched and decided nothing.
Result
Trust came back before the assistant was allowed to do anything. After that it moved fast: within six weeks, 85% of the department used it daily.
“Client quote, one or two sentences, placed here after written approval.”
RoleAI Transformation Consultant
DurationSix months to production
ApproachChange management, AI Act, Azure OpenAI
ReusableShadow-mode playbook
A pilot of your own that won't get off the ground?
Thirty minutes with the consultant who did this. Reference available on request.
All figures confirmed by the client. Client name on request, after approval.