“Are there any challenges or limitations you’ve encountered in implementing AI within your company?”
Publish date: 04/05/2025
It started as a bold ambition, that computers would one day be able to think like us, and now Artificial Intelligence is seemingly everywhere. It’s so ingrained in our lives that we almost forget it’s there. Netflix recommendations keep us watching, social media content keeps us scrolling and real-time traffic updates keep us moving.
In the insurer world, the integration of AI is revolutionising how we modernise and optimise our operations and meet the critical need for ever faster claims settlement.
When processing claims, AI in the form of Robotic Process Automation (RPA) stands out for its ability to mimic human action. Bots are built, deployed and programmed to interact with digital systems and automate basic repetitive and manual tasks, bringing efficiency, precision and scalability whilst removing the risk of human error.
Here at FMG, we’re invested. We’re harnessing the power of AI and RPA to transform the way we work. By automating repetitive, time-consuming tasks we’re freeing up our people, our most valuable resource, to focus on the complex, strategic work that truly adds value for our customers.
Within Loss Recovery, RPA has driven significant increases in losses recovered, increasing productivity, lean efficiency and accuracy at every stage. The potential of RPA is immense and by designing, building and implementing these automations in house by FMG’s specialist RPA team, we’ve ensured a perfect fit for our Loss Recovery customers.
These automations allow for higher quality touchpoints with customers by releasing the highly skilled Loss Recovery Handler to proactively handle claims and focus upon the elements that technology can’t replicate, those complex tasks requiring cognitive skills of empathising, asking the right questions and negotiating on each customer’s behalf.
This is where human expertise, with its deep analytical and decision-making capabilities, remains unmatched, and even the most advanced RPA robot has its limitations. While bots can rapidly process vast data sets, enhance decision-making and create more space for innovation, they cannot replace the nuanced human touch, problem-solving competencies or creative insights.
We’re taking a thoughtful, measured approach to AI to carefully strike the right balance; automating at the right pace and only where it adds genuine value to the end-user experience.