How would you like a computer to approve or deny your next insurance claim? Some companies are already doing it and some Florida lawmakers see it as another potential problem for the state's struggling insurance industry.
AI is artificial intelligence or machines capable of learning, problem-solving and making decisions, almost human-like.
It's so serious that lawmakers want to prevent AI from denying complex claims that are often filed by thousands of people during catastrophes like hurricanes.
The fear now is that AI could ultimately approve or deny insurance claims.
The receptionist at The Insurancenter in Fort Myers said most people prefer talking to a real person when handling a policy.
Doug Nellans runs the agency and said insurance companies are deploying AI to help in the claims process but more in a support capacity.
He points out that machines are processing documents, calculating damages and making simple recommendations.
“Using AI in this capacity has worked very well, and it's improved productivity and efficiency for the claims adjusters who remain in control of the final decision to approve or deny a claim,” Nellans said.
Lawmakers fear it's only a matter of time before AI approves or denies a claim. Senate Bill 794 outright bans that.
“Having safeguards like this in place will help to minimize bad outcomes on insurance claims,” Nellans stated.
However, he understands why some people may be against the bill.
“There may be some critics who say it slows down an already lengthy claims process,” Nellans explained.
As computers get faster and smarter Nellans most insurance companies are not quite there yet from a technological standpoint where they can entrust something as complex as a hurricane claim to a few lines of computer code.
Suggesting the human eye is still more powerful, the new bill stresses human oversight rather than fully relying on a computer to make our decisions.