Research from software company RDT has found that claims handlers overwhelmingly believe automated claims systems should still have human oversight. While 86% of handlers said automation could improve the overall customer experience by delivering faster and more accurate outcomes, 92% said human oversight was either essential or important. Only 3% said they would be happy for human oversight to be removed completely.

Respondents said oversight was needed to spot errors and to maintain service quality and empathy with customers.

Mat Vernon, chief technology officer at RDT, said: “What we’re hearing from claims handlers is that they want to work smarter and faster, not turn the process into a faceless machine.

“There’s a rightful insistence on keeping the human touch. Insurance is a people business at its core. Our survey shows handlers are eager to let technology handle the dull, repetitive admin, so they can focus on what matters. Not least, guiding customers and exercising judgment on tough cases.”