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Exploring AI’s role in claims: innovation, inflation, and the future of human touch
Published on 30 July, 2025
Author: Markel UK
8 minute read
Markel’s collaboration with Insurance Post has sparked a timely and insightful conversation around the evolving role of AI in insurance claims. Across three recent features, our claims and legal services director, Richard Napoli, shares how Markel is embracing innovation while staying grounded in its commitment to personal service.
From exploring whether GenAI can ease claims management burdens, addressing how automation might help insurers tackle rising claims inflation, and participating in a roundtable on ethical and collaborative AI deployment, each article highlights a different facet of the industry’s digital transformation.
Together, they reflect Markel’s balanced approach: leveraging technology to enhance efficiency and accuracy, while ensuring empathy and human oversight remain central to the claims experience.
Can GenAI fix insurance claims headaches?
The discussion around GenAI isn’t slowing down and Richard was pleased to contribute to a piece by Insurance Post about whether the technology might be a solution for claims management in the insurance industry.
Whilst GenAI will certainly have an impact, Richard was keen to point out that personal contact will always be a priority for Markel.
"Our job is to protect our policyholder and guide them through the stressful situation. Having an empathetic and knowledgeable claims professional to talk through their situation is almost always welcomed,” Richard says in the piece."
You can read the full article here and find out more about our claims service here
Can AI and automation help to manage the effects of claims inflation?
Claims inflation is a constant challenge for the industry. With factors such as climate volatility and supply chain disruption, it shows no sign of slowing.
But what influence will automation and AI have on managing demand, improving service and helping insurers to stay competitive?
This informative piece by Insurance Post looks at some of the current industry opinions, including from our claims and legal services director, Richard Napoli.
Richard discusses our approach to technology adoption in claims, highlighting the facts that an insurer with a large volume of claims needs to embrace automation to keep headcount at sustainable levels.
“Our use of technology is primarily related to back-office systems and processes helping us be more efficient,” Richard points out in the piece."
You can read the full article here.
Insurance Post roundtable examines how insurers are approaching AI in claims
Industry is looking to be cautious and collaborative.
Richard Napoli, our claims and legal services director, recently participated in a roundtable hosted by Insurance Post that included a panel of expert claims decision makers from all parts of the industry.
A key theme from the discussion was not of replacement, but of enhancement. Rather than aiming to replace human claims handlers, the aim of AI is to support them by automating repetitive tasks, highlighting anomalies, and helping teams work more efficiently.
Trust in AI needs to be earned gradually, through transparency, explainability, and embedding it into day-to-day operations without removing human oversight. Panellists highlighted the importance of ethical deployment, working with regulators, and clear internal communication to ensure AI is seen as a valuable tool rather than a threat.
You can read the full article here
