Shift Technology Launches Agentic AI Solution to Transform Insurance Claims
Shift Technology, the AI platform known for modernizing insurance operations, has officially rolled out Shift Claims, a new solution designed to overhaul claims handling. The platform leverages agentic artificial intelligence (AI) to assess, prioritize, advise, and even automate claims tasks, promising faster processing, higher accuracy, and lower costs for insurers—all while improving experiences for policyholders.
For years, claims transformation has been bottlenecked by complexity. Traditional rules-based systems struggle to handle the variability inherent in individual claims, often requiring human intervention for routine decisions. Shift Claims tackles this with a smarter approach: agentic AI doesn’t just suggest actions—it can autonomously execute tasks while guiding human claim handlers when nuance or judgment is needed.
“It’s no surprise that past claims transformation projects underdelivered,” said Eric Sibony, Shift Technology’s Chief Scientist and Chief Product Officer. “Agentic AI provides insurers a tool to automate where appropriate and deliver actionable guidance when human judgment is necessary.”
Shift first integrated generative AI into its offerings in 2024, helping insurers with document summarization, classification, and subrogation analysis. Agentic AI builds on this foundation, allowing AI to interact with tools and systems to carry out task-specific actions autonomously.
Early Adoption and Impact
AXA Switzerland is among the first to deploy Shift Claims. Markus Keller, COO and Head of Customer Operations, emphasized that the solution provides both automation and informed human oversight: “The Shift approach gives us confidence that the best actions are enabled and executed as claims move through the process, driving efficiency and superior customer experience.”
Shift Claims layers seamlessly over existing claims systems, blending AI and human input. Its AI agents—trained on insurer-specific processes—can assess, triage, advise, and automate claims, while insurers maintain full process control. Early users report tangible results: 3% lower claims losses, 30% faster handling, 60% automation, and over 99% accuracy in assessments.
Four Pillars of AI-Powered Claims Transformation
- Assess Claim Complexity: AI reviews documents for coverage, liability, damages, injury, subrogation, and litigation exposure.
- Classify, Prioritize, Assign: Claims are scored by complexity, urgency, and exposure, with decisions on automation or handler routing.
- Assist and Advise Claims Handlers: When human judgment is required, AI guides reviews, communications, and decisions while tracking progress.
- Automate Claims and Tasks: AI can fully automate claims or specific tasks, speeding processing and reducing manual workload.
“With Shift Claims, insurers can finally move beyond traditional claim handling,” Sibony added. “Adopting agentic AI positions our customers to lead the future of claims management with efficiency and innovation.”
Industry Implications
As insurers face growing pressure to cut costs, improve customer experiences, and handle increasing claim complexity, solutions like Shift Claims may redefine expectations. With AI now capable of autonomous, yet supervised, claims management, traditional rules-based workflows could quickly become a thing of the past. Competitors like Lemonade and Tractable are also exploring generative AI for claims, but Shift’s focus on agentic autonomy sets it apart, potentially giving early adopters a measurable advantage in efficiency and accuracy.
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