United StatesFinance and insurance2025 – ongoingAllstate
Generative AI drafting of claims emails
Allstate moved most of its 50,000 daily claims messages to AI drafts that adjusters review
Problem
Allstate's roughly 23,000 claims representatives send about 50,000 messages to claimants a day. According to the company's CIO, many of those emails were full of insurance jargon and at times came across as unsympathetic or accusatory.
Approach
The insurer had OpenAI's GPT models draft claims emails, grounded in Allstate's own terminology so that internal abbreviations are spelled out in plain language. The drafts appear inside the adjuster's workflow; adjusters check them for accuracy and send them, but no longer write them. The CIO described the change to The Wall Street Journal in early 2025.
Results
Takeaway
Allstate said emails became clearer and better in tone as adjusters moved from writing to reviewing, without reporting cost savings. Its press office later asked outlets to remove the executive's quotes without saying whether they were inaccurate.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Insurance Business reports that Allstate uses OpenAI's GPT models to draft nearly all claims-related emails, about 50,000 communications a day handled by 23,000 representatives, with staff reviewing the drafts. It reports that Allstate's press office asked publishers to remove the CIO's quotes and would not say whether they were accurate. An industry association representative says it is still unsettled whether AI or people show more empathy.
The Register reports CIO Zulfi Jeevanjee's comments to The Wall Street Journal that most emails from Allstate's claims staff are now written by GPT models grounded in company terminology, out of about 50,000 daily communications. Human agents still review each message. It adds that Allstate is also testing AI for risk assessment, pricing and photo-based damage review, and reports litigation risk elsewhere in the industry.
Full details are in the original sources.
