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What are you looking at from a claims perspective, entering the year as a workers' compensation insurer?
When you look at it from an overall macro environment, people are going back to work more and more. So when you think about people returning to work, could that lead to additional workplace injuries? And if so, how do we make sure that our return to work strategy of making sure getting people back to work as soon as possible, is moving as swiftly and as accurately as possible?
Inflation still has an impact. But you think about it from a workers compensation lens, it's at a lower level. There are also some guardrails that are in place within workers compensation, like regulated fee schedules based on jurisdiction, and the no-fault system, that impact that.
What kinds of tech are you looking into in this environment?
We are really focused on being a technology-driven and data-led organization. AI is something that's talked about a lot. But when you put it in a system, what will it do? And how will it help you? It really, in a nutshell, will allow you to focus on having your talent handle high value tasks, and the repetitive tasks can be handled by AI. So for us that requires [staff] to have more human judgment, more empathy, and utilize decision-making skills, which will impact that cycle time in a positive manner, because we have some of the routine tests being handled otherwise.
So you're able to have a complementary staffing and innovation strategy that includes both AI and human associates?
People are the driving force behind this. And having the talent that works alongside the AI and understands the benefit of AI will allow us to accelerate this. Having the data and understanding the trends and making sure that we're utilizing the data feed in the AI is only going to help our talent succeed in this industry and ultimately help our customers.
We recognize that speaking with the customer, providing an empathetic approach, and making sure that we have people handling the right tasks. That's what allows us to make decisions that can assist people in getting back to work, which in turn helps that small business owner return back to full capacity,
