AI has crossed a threshold from experimentation to execution in claims and legal operations, as evidenced by a featured session at the 2025 ELM Amplify annual user conference, where industry leaders explored how artificial intelligence is reshaping the rules of engagement for insurance organizations.
The “Great Legal Recalibration” is underway and isn’t just about new tools. It’s a shift in how claims teams prioritize work, partner with counsel, and steer outcomes. The Amplify session underscored that this evolution spans both near-term improvements and horizon-level changes.
What AI tools are working for claims professionals now?
Speakers at the Amplify session noted several instances of insurance claims professionals already leveraging AI-driven solutions to improve their organization’s legal operations performance, including the following:
- AI-assisted bill review. Intelligent review accelerates invoice evaluation by flagging items that merit human attention. This reduces manual effort while helping maintain consistency and cost control.
- Sentiment analysis in claimant communications. Tools that detect tone and intent in calls or messages help teams manage delicate conversations and improve claimant experience. This is particularly useful when triaging escalations.
- Automated claim summaries. Summarization models digest adjuster notes and long file histories into concise briefs, saving time and preserving context as files transition across handlers or to counsel.
- Actionable dashboards. AI-powered dashboards surface real-time hotspots, identifying what to tackle first (and why), so supervisors and adjusters spend more time on decisions and less on data wrangling.
What emerging AI capabilities should claims teams watch?
In addition to the solutions that have already incorporated AI into insurance claims workflows, technology providers are actively developing a new wave of capabilities poised to further transform legal operations. Below are the key emerging technologies our speakers identified as important developments to watch:
- Deep research. Reasoning-oriented models can produce research in minutes, akin to having an “infinite bench” of junior analysts. While outputs still require validation, the speed and breadth of analysis can jumpstart litigation strategy, coverage analysis, and trend reviews.
- Agentic AI. Think of agentic systems as assistants that complete multistep workflows with minimal human intervention. They can gather data, draft correspondence, trigger next steps, and report back, freeing specialists to focus on exceptions and judgment calls. Investment and progress in this area are accelerating.
- AI across legal support services. Court reporting, record retrieval, and discovery/document review are increasingly AI-enabled, compressing timelines and reducing repetitive work that traditionally slowed claim and litigation cycles.
How can organizations build a foundation for AI adoption?
A practical way to begin adopting AI is to start small and focus on quick, meaningful wins. Rather than launching large, complex initiatives out of the gate, many teams find success by piloting narrow use cases, such as meeting summaries, claim‑note condensation, or invoice pre‑screens.
These early experiments help build confidence, demonstrate real value, build internal trust, and create champions who can advocate for broader adoption. The key is to choose use cases with clear baselines and measurable outcomes so that progress is easy to quantify and share.
Practical next steps for claims leaders
For leaders looking to implement these strategies, here are five practical steps to guide your AI journey:
- Pick a pilot that pays for itself. Examples include invoice prereview, claim note summarization, or sentiment-assisted contact center triage. Define success metrics (such as cycle time, leakage reduction, handler hours saved, etc.) up front.
- Map your data and permissions. Inventory the data you have, where it lives, who can access it, and how it’s labeled. Early clarity reduces rework and accelerates safe scaling.
- Right-size your vendor roster. Concentrate due diligence on a small set of partners, aligning security, compliance, and integration plans early.
- Establish guardrails. Define acceptable use, human-in-the-loop checkpoints, and documentation standards for AI model decisions, especially for legal- and indemnity-impacting tasks.
- Invest in change management. Create advocates among adjusters and litigation managers. Give them hands-on experience and recognize wins to drive adoption.
With a strong foundation, teams can move from incremental automation to proactive strategy: identifying high-risk cases earlier, reducing friction with legal partners, and improving claimant outcomes at lower cost and faster speed. The best time to begin was yesterday. The next best time is now.
