Industry Spotlights | September 24, 2025
By Joe Benson, Americas Product Leader, Insurance Software and BPS at DXC
When it comes to managing insurance claims, organizations that insure their own risks are in a delicate but notably advantageous spot.
These self-insured organizations bear direct financial responsibility for every insurance claim. While some might see this as a burden, the upside is that self-insured organizations are uniquely positioned to proactively manage and potentially reduce risk.
Traditionally, claims processes have been manual, time-consuming, and error-prone, leading to claims resolution delays, higher costs and a reactive approach to risk management. However, the integration of AI is fundamentally changing this landscape.
AI-powered systems using intelligent document processing (IDP) can now ingest and analyze vast amounts of unstructured data from medical records, invoices, and claim forms in seconds versus weeks.
By automating these core functions, AI not only drastically reduces administrative overhead and “leakage” (overpayments), but it also empowers claims professionals to focus their expertise on the most complex cases, ultimately leading to faster, more accurate decisions.
For these reasons, the impact of AI on self-insured organizations represents a paradigm shift from reactive claims handling to proactive risk management.
By using AI-driven insights, organizations can gain a comprehensive understanding of their claims data to identify trends, pinpoint high-risk areas, and implement targeted safety and prevention programs.
Organizations have also begun to use contributory databases to better estimate the future costs of insurance claims and to set appropriate reserves. Leaders are using data to help estimate when employees are likely to return to work as well as gauge supplemental health concerns. Their ability to make consistent, objective decisions based on real-time data enhances the employee experience and builds workplace trust.
Ultimately, AI transforms claims management from a cost center into a strategic asset, providing self-insured organizations with unprecedented control, operational efficiency and a clear path to building a safer, more resilient workforce.
For instance, claims advisors can use AI-powered sentiment analysis tools to generate call summaries, recommend the next best actions and escalate calls that need extra attention.
The availability of AI tools today is vast, covering a wide range of industries, functions and use cases. And this number will only grow as AI becomes increasingly sophisticated.
For example, DXC has worked on a generative AI solution called Assure Answers that helps digest voluminous and complex user documentation. For years, user guides, claims handling guidelines and regulatory specifications have sat in hard copy— and rarely read.
With Assure Answers, companies can digitize this documentation and make it instantly accessible through a generative AI interface.
As AI evolves, organizations that stay curious and embrace emerging capabilities will lead the transformation of claims management. By identifying risks earlier and enabling proactive interventions, AI can reduce the likelihood of certain claims while unlocking new levels of efficiency and creativity across operations.
DXC helps clients realize this potential by applying advanced technologies within its Assure Risk Management solution to drive smarter decisions and better outcomes.
Joe Benson is Americas Product Leader, Insurance Software and BPS at DXC, bringing 25+ years of expertise in roadmap development, partner ecosystem creation, claims management, policy management and billing for the property and casualty and self-insured industries.
This blog originally appeared in AI Technology Insights
