The Digital Claims Transformation: What Risk Leaders Need to Know

October 31, 2024 11 mins

The Digital Claims Transformation: What Risk Leaders Need to Know

Emerging claims technologies improve outcomes and create more resilient claims experiences. Aon’s global expertise helps clients with faster claims resolution. Read more.

As digital claims transformation accelerates, organizations are adopting AI, automation and analytics to improve speed, transparency and accuracy — and unlock deeper insights into risk profiles, enhancing long-term resilience.

Key Takeaways

According to Aon’s 2025 Global Risk Management Survey, only 19% of business leaders use analytics to evaluate insurance programs — a clear gap in their financial preparedness and capital protection.
AI, data and analytics, and digital claims platforms can inform future risk transfer strategies and unlock financial returns — but successful adoption starts with engaging teams, making sure they are prepared and see the value of new systems.
Organizations that work with brokers and insurers at the forefront of claims technology can help drive smarter decisions and a clearer view of future risks.

Introduction
AI and Automation Boost Claims Efficiency and Transparency
Analytics Turn Data into Actionable Risk Management Strategies
Digital Experiences Enable Proactive Claims Management
Emerging Technology Drives Speed and Simplicity
Taking an Active Role in the Future of Claims

The moment a claim is filed, it’s more than just a transaction — it’s a real-time test of trust, speed and resilience.

As organizations face growing complexity in their risk environments, digital claims technology is rapidly transforming how businesses respond to loss. Powered by artificial intelligence (AI), automation and advanced analytics, today’s tools are starting to reshape the claims experience, shifting it from paperwork and uncertainty to one marked by speed, transparency and smarter decision making.

There’s no one-size-fits-all approach to deploying tech-powered claims tools. After all, technological maturity ranges from business to business. Instead, solutions must be fit-for-purpose to support unique operating environments and organizational needs.

The payoff for risk managers is the automation of process-heavy tasks, improved claims outcomes and access to a wealth of data that can drive long-term business resilience and optimize insurance placement. But challenges remain, from equipping teams with the skills to be technology-ready, to finding insurance and broking partners that can deliver cutting-edge claims solutions.

Here are four technology trends driving change in claims ecosystems — and how leaders can use them to gain clearer insights and make more informed claims decisions.

Innovations in claims technology not only streamline the process, but also empower organizations with greater confidence and control over their risk management.

Adam Ellis

Chief Operating Officer, Claims, Commercial Risk Solutions

Trend #1: AI and Automation Boost Claims Efficiency and Transparency

For many organizations, the claims journey can be manual and cumbersome. Now, AI and automation are beginning to redefine how we navigate claims, offering early signs of faster outcomes, clearer processes and improved transparency.

The insurance industry is using AI to improve the claims experience by:

Implementing AI data harvesting capabilities and automating certain parts of the claims lifecycle with Robotic Process Automation (RPA), making the process more efficient
Enriching the data available to claims handlers, allowing for deeper trend analysis and using precedent from previous claims to provide the best outcome
Speeding up the claims lifecycle, enabling faster resolution and payment for clients

3-5%

AI tools can give claims a 3-5% boost in accuracy.

Source: McKinsey

One risk of over-reliance on AI in claims is the potential to lose the human touchpoint. However, “Human experts will remain crucial in refining the AI response, improving consistency, building trust and delivering quality decisions,” says Mona Barnes, Aon’s Global Chief Claims Officer.

How to take advantage of AI and automation:

Identify areas where automation and AI could streamline workflows, reduce manual effort and improve turnaround times.
Equip teams with the right skills to work alongside new technology and foster a culture that embraces a balance of innovation and human expertise.
Collaborate with brokers and insurers that prioritize digital innovation to benefit from the latest claims advancements.

Article

5 Ways Artificial Intelligence can Boost Claims Management

Read More

We’re just at the beginning of the AI journey. In five years — as AI models mature from executing tasks to learning and adapting to them — the tech will increasingly support targeted aspects of the claims process. For organizations, this will mean faster claims resolution, better data insights and more personalized service, delivering added value and setting a new standard for the industry.

Eric Samp

Global Director, Claims

Trend #2: Analytics Turn Data into Actionable Risk Management Strategies

Claims success was once measured by speed and fairness. Today, leaders are looking for more and expect their claims professionals to be proactive, predictive and aligned with broader risk management strategies.

Data and advanced analytics help meet this need. For organizations with large volumes of loss data, these tools can extract meaningful insights that improve outcomes across a risk portfolio, without conducting time-consuming audits in every location.

Data and analytics tools can pinpoint:

Where exposures are coming from, helping target risk management strategies to address the most vulnerable areas
Underlying causes of loss, enabling clients to implement effective prevention strategies
Patterns that might otherwise go unnoticed, helping to stay ahead of emerging risks

As claims data becomes more actionable, risk managers can make more informed decisions about insurance coverage and risk management — critical in an increasingly complex risk environment. For example, these tools can help quantify risk and get insurance limit recommendations.

Yet, challenges remain. Many large organizations have accumulated dozens — or even hundreds — of different systems through acquisitions or decentralized operations, making it difficult to achieve a single, unified view of claims data.

The process of data collection and data sharing, combined with AI mechanisms, heightens the exposure to cyber threats. A high level of cyber security, robust controls and a well-defined incident response plan are essential to mitigate this risk.

“Insurance markets tend to view AI mechanisms as components of the broader computer system and therefore include them within the scope of cyber insurance policies. As reliance on and exchange of online data increases, so too does cyber risk exposure — making it essential to use appropriate tools to safeguard data and mitigate risk,” says Pablo Constenla, Aon’s Head of Cyber and Financial Lines Coverage and Claims for Europe, the Middle East and Africa.

Partnering with brokers and insurers can help bridge these gaps and deliver insights across systems via comprehensive claims analytics dashboards.

How to use data and advanced analytics tools effectively:

Benchmark claims performance against peers to assess exposure levels.
Identify recurring loss drivers and implement targeted risk controls.
Invest in training teams to interpret data and analytics tools proactively.

Trend #3: Digital Experiences Enable Proactive Claims Management

The claims process used to be a black box. Now, digital platforms are starting to offer risk leaders greater visibility, faster updates and the potential for more proactive claims management.

By centralizing data and enabling real-time access to analytics, today’s platforms allow leaders to track claim progress, identify trends and gain valuable insights into their risk profiles.

01

User-Friendly Interfaces

Helps speed up claims logging for certain classes of business
02

One-Stop Shop of Technology Capabilities

Enriches the claims journey
03

Efficient Communication

Opens channels between insureds, insurers and claims service providers, leading to faster turnaround times and more responsive service
04

Enhanced Visibility

Allows parties to take ownership and engage actively
05

System Integration

Enables data sharing and workflow streamlining

“A digital claims platform puts powerful analytics and efficient claims processing right at your fingertips,” explains Adam Ellis, Chief Operating Officer for Claims in Aon’s Commercial Risk Solutions. “When it’s simple and user-friendly for everyone to use, it can transform the entire claims experience.”

How to get the most out of digital claims platforms:

Push for digital-first claims journeys that align with internal workflows.
Familiarize teams with digital platform features and workflows so they can use them effectively from day one.
Establish clear internal processes for managing digital claims, including data entry, document uploads and communication through the platform.

Many businesses are beginning to embrace digital platforms for managing claims, moving away from manual processes. While initial hesitation is common, the benefits — from improved efficiency to stronger data security — quickly become clear. For lean risk teams especially, automation offers a valuable opportunity to enhance decision making.

Mona Barnes

Global Chief Claims Officer

Trend #4: Emerging Technology Drives Speed and Simplicity

A wave of emerging tech tools — like Internet of Things (IoT) and telematics — are beginning to streamline claims handling, reduce friction and enable faster, more accurate payouts.

These technologies allow for real-time monitoring and early detection of incidents — especially valuable in high-risk environments, like commercial fleets or complex industrial facilities. The tools can support faster First Notice of Loss (FNOL), quicker response times and improved claims outcomes.

01

Internet of Things

A network of connected devices (like sensors or cameras) that collect and share data in real time. In claims, IoT helps detect incidents early — for example, monitoring equipment failures or environmental conditions. Other use cases include water leaks, fire detection and worker injury biometrics.
02

Telematics

Technology that tracks data from vehicles or machinery, such as speed, location or usage patterns. It’s especially useful in fleet management to support faster and more accurate claims reporting.

These technologies are not standalone solutions — they’re part of a broader shift toward automated, data-driven claims ecosystems that prioritize speed, transparency and client control. And there’s still room to grow: Tools like parametric solutions, connected devices and drones are only just beginning to gain traction across the insurance industry.

How to harness emerging technology in your claims journey:

Integrate sensors and telematics in high-risk areas to enable early alerts and mitigation.
Explore parametric covers for specific exposures like weather, travel or supply chain risks.
Partner with brokers to negotiate premium credits or enhanced coverage for tech adoption.
Establish clear protocols for managing data from connected devices while ensuring compliance with privacy regulations.

Taking an Active Role in the Future of Claims

While insurers and brokers play a critical role in advancing digital claims tools, risk leaders also have a part to play in shaping how these technologies evolve and deliver value.

Here’s how organizations can take a more active role in the future of claims technology:

Establish a feedback loop with insurers and technology providers. Regularly review the usability and functionality to ensure tools are meeting business needs and driving meaningful improvements.
Keep data security and confidentiality front and center. Cyber risk tops the global risk agenda in 2025 — and is forecast to retain the number one position through to 2028. As businesses embrace digitalization and AI, the potential for cyber attacks grows exponentially. To address this risk, make sure that sensitive information is uploaded and managed securely in digital claims platforms. Stay up to date on emerging regulations with the help of your broker.
Challenge insurance and broking partners to push the boundaries of claims tech. Help drive innovation and set higher standards across the board.

Technology on its own does not lead to transformation. Transformation takes place when humans use the technology optimally.

Take Your Claims Service to the Next Level

Aon delivers value by leveraging its global scale to support clients across the full spectrum of claims — from higher volumes of attritional losses to the most complex cases. Our global claims platform continues to evolve, with enhanced capabilities designed to monitor claim trends, deliver actionable insights and strengthen advocacy.

Supported by experienced colleagues around the world, we help clients achieve faster resolutions, deeper visibility and a more resilient claims experience. Learn how your organization can benefit from our claim management services.

Aon’s Thought Leaders

Mona Barnes

Global Chief Claims Officer
Pablo Constenla

Head of Cyber Coverage and Claims, Europe, Middle East and Africa
Adam Ellis

Chief Operating Officer, Claims, Commercial Risk Solutions
Eric Samp

Global Director, Claims

This document is not intended to address any specific situation or to provide legal, regulatory, financial, or other advice. While care has been taken in the production of this document, Aon does not warrant, represent or guarantee the accuracy, adequacy, completeness or fitness for any purpose of the document or any part of it and can accept no liability for any loss incurred in any way by any person who may rely on it. Any recipient shall be responsible for the use to which it puts this document. This document has been compiled using information available to us up to its date of publication and is subject to any qualifications made in the document.

The contents herein may not be reproduced, reused, reprinted or redistributed without the expressed written consent of Aon, unless otherwise authorized by Aon. To use information contained herein, please write to our team.