The Future of Insurance Panel on AI & Claims at PLRB 2026

Episode Info

How is AI shaping the future of claims, and even the present of it?

Join Bryan Falchuk as he hosts a panel featuring audience questions on the dynamics and technology shaping where insurance is headed.

The panel includes:

• Sadiq Isu, Founder & CEO, All Talentz LLC
• Kevin Meyer, Managing Director, PropertyExpert
• Shane Emmons, Founder & CEO, Swept AI

This discussion explores the evolving landscape of insurance claims, focusing on the integration of Artificial Intelligence (AI) with human expertise. The conversation highlights the critical need for a balanced approach, the inherent challenges of AI, and the strategic considerations for its implementation.

This discussion was recorded live on March 24th at the 2026 PLRB Claims Conference at the Gaylord National Harbor Hotel in Washington DC, and was held right after the panelists shared this views on how things like AI are changing the ways claims can be handled – not just in the future, but right now.

Episode Overview:

• The AI-Human Dichotomy:

  • The presentations emphasized a common thread: the necessity of overseeing both AI and human actions within the claims process.

  • The concept of "eyes on you" applies to both AI and human agents, ensuring accountability and adherence to procedures.

• AI as a Tool – Strengths and Weaknesses:

  • AI can be applied across various settings and languages to handle claims, but requires careful management.

  • The quality of data fed into AI directly dictates the quality of its output, mirroring human learning.

  • Concerns around "drift" (AI deviating from its intended path) and "heresy" (AI holding onto incorrect information) were raised.

• Empowering Human Adjusters:

  • A significant focus was on how AI can empower humans, rather than replace them, by handling routine tasks.

  • This allows experienced professionals to concentrate on complex cases and the empathetic aspects of claims handling.

• Agentic AI: Potential and Peril:

  • Agentic AI, capable of independent action, is still viewed with caution, especially in emotionally charged claims scenarios.

  • The emotional impact of claims on policyholders necessitates human interaction and empathy, areas where current AI may fall short.

  • While agentic AI is being deployed for specific tasks (e.g., document analysis, payment processing), its use in direct customer interaction is debated.

• Mitigating Risks and Ensuring Compliance:

  • The importance of internal and external compliance remains paramount, with AI needing robust monitoring.

  • The potential for class-action lawsuits stemming from AI-driven coverage decisions highlights the need for defensible AI models and careful prompt engineering.

• Addressing Industry Challenges:

  • The discussion touched on staffing shortages and how AI can help, but also warned against creating future problems by reducing entry-level training opportunities.

  • The need to train experts effectively, without relying solely on years of less engaging tasks, was emphasized.

Emerging Trends and Observations:

• Active Pilots: Agentic AI is being piloted in areas like commercial insurance for coverage determinations and in managing long-running claims by summarizing information.

• Policyholder Trust: In some instances, policyholders are interacting with agentic AI systems from restoration companies, viewing them as more trustworthy than traditional insurance processes.

• The "Gap" in Expertise: The industry faces a challenge in developing skilled professionals, and AI's role in training needs careful consideration to avoid widening this gap.

• Legal Scrutiny: The legal implications of AI in decision-making are significant, with a need to understand model underpinnings and ensure unbiased outcomes.

The conversation concluded by stressing the importance of a collaborative, monitored approach to AI implementation, ensuring it serves to enhance both efficiency and the human element in the insurance claims process.

This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk.

Follow the podcast at future-of-insurance.com/podcast for more details and other episodes.

Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.