The workers' compensation claims sector faces a dual challenge: integrating AI tools that can triage complex data streams while replacing a generation of retiring experts. Ryan Murphy, Vice President of Product, Enterprise Claims at CorVel Corporation, said the industry must focus on continuous knowledge sharing and targeted technology adoption to bridge the gap.
The talent pipeline and the real nature of claims work
Murphy, who began his career as a claims assistant before advancing through supervisory and district manager roles, argues the industry undersells itself to potential recruits. "I think a lot of people have a view that is very rote and prescriptive, but it really isn't," he said. The work involves investigation, problem solving, and negotiation. He pointed to helping an injured worker navigate recovery and make decisions as the most rewarding part of the job.
Attracting new graduates requires demonstrating a clear career path and a voice for entry-level employees. Murphy said organizations need to show investment in talent and recognize contributions early. To draw in a tech-native workforce, he stressed that companies must be "tech-forward," integrating systems that strip away repetitive administrative tasks so adjusters can focus on the parts of the job that require human judgment and creativity.
AI's role and its primary risk
Murphy sees the greatest danger in deploying AI for insurance without a clear problem to solve. "The biggest risk today is rushing into anything AI-related without a clear path or design of what the problem is that you're trying to solve - technology for technology's sake," he said. He noted that AI often works best behind the scenes, accelerating tool development or shortening project roadmaps rather than serving as a visible feature. The approach must be deliberate and align with an organization's broader strategy.
Solving the information overload on the claims desk
The volume of data hitting a claims specialist each day has become the industry's most pressing operational problem. Murphy described adjusters receiving updates from orthopedists, attorneys, employers, and state regulators across a caseload that can reach 130 claims. A handler might see fresh information on a third of those files daily. Without filtering, everything demands equal attention.
This is where AI automation offers a practical solution. Murphy said AI can summarize documents and help adjusters prioritize a surgical report over a routine physical therapy visit. "Really focusing on what needs to be focused on as opposed to 'everything's important, and I don't know how I'm going to get to it,'" he said. Organizing the data stream lets professionals act on what matters instead of drowning in the influx.
Transferring knowledge before it walks out the door
Standard onboarding programs do not solve the loss of veteran judgment to retirement. Murphy pointed to CorVel's internal badge program, which ties ongoing education to eligibility for merit increases and year-end bonuses. The company runs monthly training for all claim specialists and nurse case managers, treating learning as a continuous obligation rather than a one-time event. The goal is to develop tomorrow's claims leaders, not just today's technicians, and to prevent knowledge from being hoarded or guarded by senior staff.
Why this matters for insurance professionals
The claims organizations that thrive will be those that treat AI as a prioritization engine, not a replacement for human decision-making. For adjusters and managers, the immediate takeaway is that career growth now depends on mastering the creative and investigative parts of the role while letting technology handle the clerical noise. Leaders who build systems for constant, mandatory knowledge transfer will be less vulnerable to the sudden loss of expertise as senior handlers retire.
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