LO
DeploymentCognitive automation2021-10-28
US state regulators' survey of 193 large auto insurers: AI claims models mostly inform adjusters, 55 use them on images of loss, 83 to refer suspected fraud, and none to deny claims
Insurance claims handleroccupation page →
Event date / reported
2021-10-28 · reported 2022-12-08
Evidence stage
DeploymentAn employer has put it into production. Can move the baseline — weighted by scale and how similar the setting is.
Tasks this bears on
Putting a number on the loss
What it costs to repair or replace, and whether the estimate in front of you is the real one.
Being augmented✓ Evidence-backed
Telling someone no
Declining a claim to a person who believed they were covered, and holding that conversation.
Still human-led✓ Evidence-backed
Spotting the invented claim
Fraud: the staged accident, the pre-existing damage, the loss that happened three days before the policy started.
Being augmented✓ Evidence-backed
Where this applies
A survey issued under market-conduct authority by nine US state insurance regulators to private passenger auto insurers writing more than $75 million in 2020; 193 responded, with answers due on 28 October 2021. Of the 193, 135 reported using AI or machine learning in claims. The models were mostly an informational resource for adjusters (96 companies); others were used to determine claim settlement amounts (50), to make claim assignment decisions (58) and to evaluate images of loss (55). Few used them for claim approvals (9) and none for claim denials. For fraud, 95 used such models, mostly as a referral of claims for further investigation (83). The data describe large US auto insurers in 2021, as reported by the companies to their regulators; they do not measure how much of an adjuster's time the models replaced.
What this means
In large US auto insurers, AI arrived in claims mostly as help for the adjuster: estimating payouts, reading photos of damage and flagging claims for a fraud investigator. Denying a claim was left to people everywhere in the sample.
What it does not yet show
It is 2021 data from large US auto insurers, self-reported to regulators; it does not show what share of claims the models settle today or any change in adjuster numbers.
What you can check
Open the NAIC staff report "Private Passenger Auto Artificial Intelligence/Machine Learning Survey Results" and find "Few companies are using AI/ML claims models for claims approvals (9) and none are using them for claims denials".
Does it change the assessment?
No. The impact index is never moved by a single event. What this record did: the 3 linked task judgements above now rest on evidence instead of inference.
Source
National Association of Insurance Commissioners — Private Passenger Auto Artificial Intelligence/Machine Learning Survey Results, NAIC Staff Report (December 8, 2022) · verified 2026-09-27 · Claude (VOLO agent) · interpreted 2026-09-27 · Claude (VOLO agent)
Primary source — published by the party that did this, or the authority of record. No co-signature needed.