Shift Technology Launches Shift Claims Agentic AI Delivering 60% Automation, 30% Faster Handling, and 99% Accuracy

Shift Technology Introduces Shift Claims: Agentic AI for Faster, Smarter Claims Handling

Shift Technology has launched Shift Claims, an agentic AI solution built to streamline claims from first notice of loss to closure. The goal is straightforward: reduce leakage, cut handling time, and raise customer satisfaction while keeping human judgment in the loop where it matters.

Early adopters report 3% lower claims losses, 30% faster handling, a 60% overall automation rate, and greater than 99% accuracy in claims assessment. For carriers wrestling with claim variability and complex decision paths, this is a tangible path to operational gains.

Why past efforts stalled

Rules-based systems struggle with case-by-case differences, document variety, and shifting context. That leads to frequent human intervention on tasks that should be routine, which slows resolution and increases costs.

"It is not surprising that the results promised by claims transformation projects over the years have failed to materialize, because most technology based approaches were simply not up to the task of addressing claim complexity," said Eric Sibony, chief scientist and chief product officer, Shift Technology. "Agentic AI provides insurers with a powerful transformation tool that increases automation when appropriate and also provides the right kind of advice, guidance, and recommendations when a human claim handler needs to be in the loop."

What agentic AI changes

Shift first integrated generative AI in 2024 to support information extraction, document summarization, classification, and liability determination for subrogation and recovery. Agentic AI advances this by enabling large language models to use specialized tools that can take task-specific actions, not just produce text.

The result: claims can be assessed and prioritized automatically, handlers receive context-aware guidance when needed, and straight-through processing (STP) handles clearly eligible scenarios end to end.

Signal from an early adopter: AXA Switzerland

AXA Switzerland is adopting Shift Claims to accelerate its claims modernization. "We are looking for an AI-powered solution to support our claims transformation and to increase automation while ensuring that claims professionals, when human intervention is required, have all the information available for optimal decision making," said Markus Keller, COO and Head of Customer Operations at AXA Switzerland. "The Shift approach to agentic AI gives us confidence that best actions are enabled and taken as claims move through the process, resulting in enhanced efficiency and excellent customer experience."

How Shift Claims works across the claims lifecycle

• Assess claims complexity: Reviews claim documents to evaluate coverage exclusion, liability, damage, injury, subrogation, and litigation exposure.
• Classify, prioritize, and assign: Classifies each claim and scores it for complexity, urgency, and exposure, then decides what to automate and what to route to the right handler.
• Assist and advise handlers: Guides review, decisions, communication, and negotiation; recommends best next steps and tracks progress until the next event.
• Automate claims and tasks: Uses STP to handle complete claims or individual tasks to reduce manual effort and speed resolution.

Integration and control

Shift Claims layers onto existing core and claims systems, so teams don't have to rip and replace. The AI agents and generative models are trained on the insurer's processes. Carriers keep full control of decisions, thresholds, and escalation rules.

What insurers can expect

Carriers piloting the solution report measurable improvements: 3% lower claims losses, 30% faster handling, ~60% automation across tasks, and >99% accuracy in assessment. That translates to lower indemnity and expense, faster cycle times, and less friction for policyholders and staff.

Practical next steps for claims leaders

• Baseline key metrics: cycle time by segment, leakage, STP eligibility, rework, and customer satisfaction.
• Prioritize use cases with high document load and clear rules (e.g., low-complexity auto damage, simple property losses, subrogation screening).
• Pilot with tight guardrails: define escalation criteria, human review thresholds, and audit trails.
• Enable your teams: align processes, update playbooks, and provide focused AI training for handlers and supervisors.
• Expand by line of business and complexity tier as outcomes prove out.

To learn more about Shift Claims, visit the Shift Technology website.

If you're building internal capability around agent-based automation and claims AI, see these practical upskilling options: AI Certification for AI Automation.