Shielded by Design: Protecting Claims Handlers from Sensitive Content

This session by Jeff Heasman and Professor Stuart MacDonald provides an overview of the risks related to reviewing graphic or emotionally challenging evidence in a claims environment, and how technological solutions can provide a buffer to minimise the risks. 

An interesting overview of a challenging subject that is often forgotten about in an insurance context, despite the potential risks. 

In today’s insurance landscape, claims teams are increasingly exposed to graphic and emotionally challenging evidence, from accident scenes to sensitive personal images. But there are safeguards, including emerging AI tools, that can act as a protective buffer, reducing unnecessary exposure while preserving accuracy and empathy in the claims process.

“Shielded by Design” explores what claims handlers can learn from the world of extremist content moderation and research, including working practices and open-source tools for mitigating the impact of sensitive materials, to enable organisations to create safer, more sustainable review environments.