The insurance industry is at a decisive evolutionary moment. Customer journeys have become increasingly fragmented, spanning digital portals, contact centres, email, and third-party channels - while claims volumes continue to rise, driven by unforeseeable events, economic pressure, and heightened customer expectations. Legacy systems, built for linear processes, now struggle under the weight of high-volume claims, repeated customer handoffs, and manual data entry that slows resolution and inflates cost-to-serve. According to McKinsey, nearly two-thirds of customer service tasks can now be automated, and by 2028, 70% of customers will begin their service journey via a conversational AI interface. 
Source: https://www.druidai.com/blog/automated-insurance-claims