Insurance companies are shifting artificial intelligence from isolated pilot projects into daily operations, using the technology to cut the time and resources spent on repetitive administrative work, according to a new report from Get Covered, an insurance technology firm.
The report found AI is now embedded across underwriting, customer service, fraud detection, claims processing, and internal operations. Rather than replacing insurance professionals, the systems handle routine tasks so employees can focus on decisions that require judgment and experience.
Where the repetitive work is disappearing
The tasks being automated include analyzing documents, identifying missing information, handling routine customer queries, organizing claims documentation, preparing reports, and consolidating customer and risk data for underwriters. In customer service, AI-powered tools now handle routine inquiries around the clock before transferring complex cases to licensed representatives.
Across the industry, that automation now covers up to 80 percent of repetitive customer contacts, freeing licensed agents for conversations that require human expertise, the report said.
Claims processing is another area shedding manual work. Computer vision models can assess vehicle damage from uploaded photographs, and generative AI helps adjusters organize documentation and prepare reports.
"AI is helping insurers analyze documents and identify missing information before a human ever becomes involved. And importantly, it is not replacing insurance professionals. Instead, these systems are removing repetitive administrative work so employees can focus on higher-value decisions that require judgement and experience," said Brandon Tobman, CEO of Get Covered.
Underwriting and fraud detection
In underwriting, AI assistants consolidate information and recommend next steps, replacing the manual review of dozens of documents and disparate data sources. The report is explicit that final underwriting decisions remain with humans.
The technology is also deployed in fraud prevention, where insurers look for unusual behavior and inconsistencies that might escape human reviewers. The report also warns that fraudsters use the same technology to create sophisticated fake documents, manipulated images, and synthetic identities.
For insurance professionals, the practical takeaway is that AI is becoming a standard part of the operating model, not a distant experiment. The report cites Allstate and Progressive as companies that have expanded AI-powered customer service, while USAA has partnered with Google Cloud to develop computer vision models that map vehicle damage photos to repair-or-replace predictions for individual parts.
For those working in the industry, the shift points toward a clear division of labor: AI systems handle the repetitive workload, and human employees own the complex decisions, judgment, and accountability. That means the professionals who adapt best are the ones who learn to work alongside these tools rather than compete with them. AI for Insurance training is one way to build that familiarity. Similarly, AI for Customer Support courses can help agents understand how automated systems handle routine inquiries and when to step in.
Why this matters for insurance professionals
The report describes AI as an integral part of the US insurance operating model in 2026, not a future possibility. For claims adjusters, underwriters, and customer service agents, that means the work is being redefined: less time on document review and data entry, more time on judgment calls and complex cases. The professionals who understand what these systems can and cannot do will have a clear advantage in the next round of hiring and promotions.
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