Insurance has never really been about paperwork, process, or systems, it has always been about people. The real breakthrough in modern claims handling is not replacing human expertise with AI, it is finally removing the barriers that stop experts from using it where it matters most.
At Laird, technology works in the background so our assessors can stay focused on judgement, insight, and delivering faster, stronger outcomes for clients when they need them most.
In the following article commissioned by Modern Insurance Magazine, Nik Ellis talks about the importance of that human expertise having the final say:
At Laird, technology and AI are not redefining the human role, they are enabling it to operate at its highest level.
In insurance, the real bottleneck was never expertise, it was everything wrapped around it.
For years, highly skilled assessors & claims handlers have spent too much time on the mechanics of a claim, gathering data, chasing documents, coordinating inputs, rather than applying judgement. At Laird, technology has allowed us to turn that model on its head. Automation and AI now handle much of the administrative and peripheral workload, capturing and structuring information in real time so that, by the time a case reaches an expert, the groundwork is already in place.
That mindset sits at the core of how Laird operates. It repositions the assessor exactly where they add value. Our teams are no longer navigating process, they are interrogating evidence, applying experience, and producing reports that stand up under scrutiny. AI plays a supporting role, organising material, highlighting inconsistencies, and assisting with report assembly, but the outcome remains a product of human expertise.
Externally, the change is just as pronounced. The market no longer tolerates fragmented communication or long gaps between updates. We operate in a 24/7, multi-channel environment where clients, brokers, and suppliers can engage with us seamlessly. Whether through our portal, the chatbots functions, such as agreeing total loss values, multiple APIs, information flows continuously. The effect is simple, fewer delays, greater transparency, and a more controlled claims journey.
None of this works without trust. In a regulated environment, the use of AI demands discipline. At Laird, technology operates within clear guardrails, with full audibility, strong data governance, and human oversight at every critical stage. AI can prepare, organise, and assist, but it does not decide. Accountability remains firmly with the humans.
The broader shift across the market is clear. Value is no longer created by moving information from one place to another, that is increasingly invisible, handled in the background. Value is created in the speed, clarity, and confidence of the insight delivered.
Strip away the noise, and the equation is simple: better inputs, sharper judgement, stronger outcomes. Technology just makes sure nothing gets in the way of that.
