Shift Technology Launches Agentic AI Platform to Transform Insurance Claims Processing

Shift Technology, the leading AI platform for insurance, has launched Shift Claims, a new solution powered by agentic artificial intelligence that transforms claims operations by assessing and prioritizing cases, guiding claim handlers, and automating tasks throughout the claims lifecycle. The platform addresses the insurance industry's persistent challenge with claims transformation, which has been constrained by process complexity and the uniqueness of each claim, where traditional rules-based approaches struggle with real-world variability.

According to Eric Sibony, chief scientist and chief product officer at Shift Technology, previous claims transformation projects have failed because most technology approaches couldn't handle claim complexity effectively. Agentic AI provides insurers with a powerful transformation tool that increases automation when appropriate while offering guidance and recommendations when human intervention is necessary. The solution builds on Shift's successful integration of generative AI in 2024, with insurance-trained large language models proving effective at information extraction, document summarization, liability determination, and classification tasks.

AXA Switzerland has emerged as an early adopter of Shift Claims, with Markus Keller, the insurer's COO and Head of Customer Operations, noting that they sought an AI-powered solution to support claims transformation while ensuring claims professionals have all necessary information for optimal decision-making when human intervention is required. The Shift approach to agentic AI provides confidence that best actions are enabled throughout the claims process, resulting in enhanced efficiency and excellent customer experience.

Designed for AI and human collaboration, Shift Claims integrates seamlessly with existing claims and core systems as an AI layer that transforms day-to-day claims handling. Early adopters report significant improvements, including 3% lower claims losses, 30% faster claims handling, a 60% overall automation rate, and greater than 99% accuracy in claims assessment. The platform transforms four key areas of claim management: assessing claims complexity by reviewing documentation for coverage exclusion, liability, damage, injury, subrogation, and litigation exposure; classifying, prioritizing, and assigning claims based on complexity, urgency, and exposure levels; assisting and advising claims handlers with dynamic guidance for document review, decision-making, and communication; and automating claims processing and individual tasks throughout the claim journey to speed handling and reduce manual work.

The solution represents a significant advancement in insurance technology, positioning insurers to meet evolving industry demands while leading the future of claims management with greater efficiency and innovation. By adopting agentic AI, insurance companies can move beyond traditional approaches and truly transform their claims processes while maintaining full control over operations.