Insurance Claims Director Discusses Market Strain and AI Use

Clayton Matthews, director of claims at Oakbridge Insurance, stated that claims departments are currently struggling with visibility, ownership, and prioritization rather than workload. He noted that the insurance market's financial condition has improved, even as operational strain from catastrophe volume, litigation costs, and staffing turnover has increased.

Matthews reported that carriers are becoming more deliberate about specialization and using technology to handle claims, noting that roughly 72% of advocacy requests are communication-related, not disputes over claim substance. Improving the First Notice of Loss process using artificial intelligence is cited as a key way for carriers to improve customer touchpoints.