Author: Jered Shorkend

Picture a rainy Wednesday morning in Sandton, sometime in the near future. A claims handler opens their laptop, and right away, things move much faster than they used to. For every new email, the company’s artificial intelligence system (AI) has already drafted a suggested reply. The inbox is lighter too, because a public chatbot, which has been trained on policy wordings and is constantly improving, now handles most client and broker queries. Need a meeting? An AI assistant automatically schedules it, sets reminders, and even takes the minutes. The claims themselves look a bit different these days. One email involves…