Insurance customers today are looking for a fair, transparent, and human-centric experience that feels trustworthy and responsive. While AI has brought new efficiencies to the industry, it has also sparked questions about trust, transparency, and the importance of human interaction in claims. According to our research, what customers really want goes beyond speed alone—although that matters too.
Customers value fair decision-making, with 62% rating trust over speed, and they look for transparency in how claims are handled, especially with the rise of AI. Many still want the human touch in claims interactions, with 27% favouring direct contact with claims handlers to ensure empathy and clarity. While customers appreciate efficiency, they also expect communication on how AI can work in their favour.
Read more: These stats are from our research report AI and Claims Processing: What Customers Really Think.
This sets the stage for insurers to use AI responsibly—for fast, accurate claims processing that keeps customer trust and satisfaction at the forefront.
Here’s how AI can enhance customer satisfaction in insurance.
Freeing up time for claims handlers
Claims handlers play a key role in supporting customers through the claims process. However, their time is often consumed by tasks like compliance checks, data entry, and document reviews. By automating these repetitive tasks, claims AI allows handlers to focus on the customer, not just on paperwork. This means customers receive more personalised attention and efficient service, which enhances the overall experience and builds loyalty with their insurer.
Read more: How AI is changing claims handling
Better accuracy and consistency
Claims processing can be error-prone, with mistakes leading to delays, disputes, and customer dissatisfaction. Claims AI, however, delivers accuracy that customers can rely on. Sprout.ai ensures data is captured with 98% precision, reducing errors and ensuring fair, consistent outcomes. When customers see that claims are handled with reliability and transparency, their trust in their insurer strengthens, leading to a more positive claims experience.
Fast resolutions
One of the biggest frustrations for customers is the time it takes to resolve claims. For example, over a fifth of customers want claims settled in hours, but 43% wait over two weeks. Almost every 18-24-year-old expects a resolution on an insurance claim within one week.
AI offers a faster, smarter way of handling claims. Traditional claims processes, often slow and bogged down by repetitive tasks, no longer meet the demands of today’s customers. AI-powered tools like Sprout.ai can settle more than 60% of claims within minutes, with near-perfect data accuracy.
Efficient document handling
One of the main challenges in claims processing is managing claims evidence. In the UK, 36% of claims handlers say that document management issues slow down processing. Claims AI addresses these problems by instantly verifying data, identifying missing information, and speeding up document retrieval.
Sprout.ai notifies claims handlers in real time if further information is needed, reducing delays and avoiding frustrating back-and-forth exchanges. This efficiency means claims handlers can access the documents they need more quickly, resulting in faster, smoother claims processing and a better experience for customers.
Read more: How Sprout.ai reduces fraud and waste in insurance claims
Predictive analytics
Claims AI also uses predictive analytics to transform claims processing from reactive to proactive. By analysing data patterns, AI can anticipate customer needs, identify potential bottlenecks, and manage high-demand periods effectively.
For example, during natural disasters—such as hurricanes or floods—claims often surge, overwhelming traditional processing methods and causing delays. Predictive analytics allows insurers to prepare in advance by identifying areas likely to be impacted and allocating resources accordingly.
This approach means insurers can address claims surges more effectively, keeping wait times low and offering customers a responsive, reliable experience when they need it most.
Read more: How Sprout.ai processes complex claims
How Sprout.ai boosts customer satisfaction
The future of claims handling will combine human expertise with the efficiency of AI, allowing insurers to deliver speed, transparency, and personalisation. As claims AI continues to develop, customers can expect a faster, smoother, and more tailored claims experience.
Read more: 9 essential features to look for in AI claims processing platforms
Sprout.ai does just that. For instance, for life and health claims, Sprout.ai can automatically summarise complex medical records, enabling claims handlers to make quick, informed decisions. This saves time, reduces errors, and ensures that customers aren’t left waiting. In addition, Sprout.ai’s system verifies evidence as it’s submitted, reducing the need for manual checks and speeding up the process. The result is happier, more loyal customers.
