Shielded by Design: Protecting Claims Handlers from Sensitive Content In today’s insurance

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 compassion in the claims process.

This one-hour webinar 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.

Learning outcomes. By the end of this session, participants will be able to:
➢ recognise the psychological and operational risks of reviewing sensitive evidence.
➢ understand how exposure to graphic or distressing content affects cognitive performance, emotional well-being, and claims accuracy.
➢ explore safeguards, including AI tools that automatically detect, classify, blur, or triage sensitive images and videos.

This session is jointly delivered with the VOX-Pol Institute. Jeff Heasman is a member of the Advisory Board and the VOX-Pol Institute will be represented by Professor Stuart MacDonald.