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Patti Harman (00:06):
Welcome to this edition of the Dig In Podcast. I’m Patti Harman, editor in chief of Digital Insurance, and today we’re discussing how the insurance industry is using AI as part of the claims process. So probably no technology has seen as much hype and adoption as AI, which has been around for decades, but became more mainstream with the launch of chat GPT in 2022. As the insurance industry integrates this technology, it’s creating a variety of opportunities, changing interactions with customers, and changing many different processes. One of the areas where AI, Generative AI, and even Agentic AI are having an impact on the claim space. And here to chat with me today is Lee Elliston, chief Operations Officer of claims and UK operations at Aspen Insurance. Thank you so much for joining us today, Lee.
Lee Elliston (01:05):
Thanks for having me, Patti. I believe it is the second time, so I feel like an insurance celebrity that’s making their second appearance on Saturday Night Live.
Patti Harman (01:15):
You should definitely feel that way. So I don’t think you can look at any aspect of the insurance process and not see some sort of impact from technology, but AI seems to be dominating much of what we’re covering these days. So could we start with a look at how insurers are incorporating AI into the claims process? And maybe you could give us a high level perspective on the different ways companies are using AI in claims at this point.
