Claims handling

ISCO-08 4312, 3315

Claims handler, Claims technician, Bodily injury claims specialist, Large loss claims handler, Claims team leader, Claims manager

AI exposure55%

Headcount need, in FTE

Exposure range

Your current headcount

FTE

Need in 203082 FTE-18 FTE (-18%)

Need in 203565 FTE-35 FTE (-35%)

How AI is used on these tasks today

Automation 43%Augmentation 57%

In AI conversations about this job's tasks: the AI does the task itself (automation) or helps the person do it (augmentation).Anthropic Economic Index, April and May 2026. Occupations: Claims Adjusters, Examiners, and Investigators, Insurance Claims and Policy Processing Clerks. AEI

1. Exposure 55%Average automation potential of the job's tasks. Range for this family: 26 to 66%.ILO occupations used: Statistical, Finance and Insurance Clerks (64%), Valuers and Loss Assessors (45%). ILO data

2. Strategic ceiling 100%Your call: how much of this potential do you want to capture? Nobody can set it for you.

3. Adoption speed midpoint 2030

Inherits your company stance, adjustable for this family.

4. Conversion to headcount sensitive 65%Default 65%: Claim volumes depend on the loss experience, not on handling capacity: time saved on simple files mostly turns into fewer handler positions.

Target AI skills

level 1 to 4

Foundation

Use AI assistants every day

Frame and phrase a request

Check and challenge AI outputs

Protect data and respect the rules

Applied

Rethink one's process with AI

Analyse data with AI

Produce content with AI

Delegate to and supervise AI agents

Job skills

Growing in value

Handling complex and bodily injury claims
Negotiating settlements with claimants and lawyers
Checking automated settlement decisions
Supporting policyholders after serious losses

Losing value

Data entry of first notice of loss
Checking cover against policy terms
Drafting standard letters to policyholders
Chasing and sorting supporting documents

How the job will change

Much of a claims handler's day goes on simple files: recording the declaration, checking cover, chasing supporting documents, calculating the settlement under the policy terms. These are the tasks AI agents already take on for windscreen, water damage or small motor claims, from reading the documents through to the payment proposal.

Handlers move towards the files that machines handle badly: bodily injury, disputed liability, large losses, vulnerable policyholders. They also become the people who check and correct automated decisions. A good handler tomorrow will combine detailed knowledge of the policy wording, solid negotiating skills and the judgement to spot when an automated proposal is wrong.

2026-2027: Automated reading of declarations and documents, direct settlement of simple claims.
2028-2030: Most low-value claims handled end to end by agents, platforms shrink.
2031+: Smaller teams focused on complex claims and supervision of automated flows.

Watch out

Simple claims are where handlers learn the trade before moving to bodily injury or large losses. Automating them removes that training ground, so insurers will need structured learning paths towards complex claims. See the seniority outlook below.

What if you hired fewer juniors?

Your 2036 seniors are the juniors you hire today.

Seniors available in 2036-10%2 FTE short

Gap above 5% from2031

Your seniority mix today

Juniors (0 to 2 yrs in the profession)35%Seniors (6+ yrs)20%

Mid-level (2 to 6 yrs in the profession, the remainder)45%

Cut in junior hiring -40%

For

Advanced settings

Juniors promoted each year33%Juniors leaving each year15%Senior gap filled by external hiring0%If every company makes the same bet, senior profiles will be scarce and expensive.

Seniority mix, % of today's headcount

Juniors35%Mid-level42%Seniors18%

2026 2036

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How the numbers are built

Every headcount figure combines four assumptions. Three come pre-filled from public research and job family defaults. The strategic ceiling is yours to set.

Public researchExposureAverage automation potential of the job's tasks, from the ILO's 2025 task-level scores.

Your decisionStrategic ceilingHow much of that potential you choose to capture. Your decision, not ours.

Your companyAdoption speedHow fast your company moves, set once for the whole company.

Job family defaultConversion to headcountHow much of the productivity gain becomes fewer people rather than more output.

Headcount effect

Seniority outlook

A flow model with three levels of experience in the profession. Promotion and exit rates are set so that today's mix stays stable when hiring does not change: any gap you see comes from the junior hiring cut alone.