Experience Gaps in Claims Handling: How Insurers Are Managing Operational Risk and Consistency 

Hello, everyone, and thanks for joining us for today’s event, experience gaps in claims handling, how insurers are managing operational risk and consistency. My name is Allen Laman. I’m a content editor with insurance journal, and I’ll be moderating today’s discussion. Before we get going, let’s set the scene. Claims teams are under real pressure right now. As experienced adjusters retire or move on, organizations are having to rethink how they maintain quality and consistency, especially while onboarding and supporting less experienced team members. Today, we’re gonna explore how insurers are responding in practical ways. Meghan Welte from service insurance companies will share her firsthand perspective, and Chris Bennett from Origami Risk will add insight from conversations with carriers across the market. We’ll explore where experience gaps create operational risk, how technology can help reduce administrative burden, and how automation and AI can reinforce best practices without taking decision making out of adjusters’ hands. I think we’re all looking forward to a really thoughtful and practical conversation today, y’all. I think, just to get us started, Meghan and Chris, would you like to introduce yourselves just to kinda give our audience a little bit of information about your backgrounds? We could start with you here, Meghan. Sure. Hello. I’m Meghan Welty. I am the claims manager for service insurance companies. I started in the insurance industry about thirty years ago working for a smaller TPA assisting on multiline claims. And from there, I moved to service insurance about twenty five years ago, and we specialize in workers’ compensation. Great. And I’m Chris Bennett. I’m the VP of sales, for the insurance vertical at Origami Risk. I also started my career as a claims adjuster. I spent about the first five years working at a a small Midwest carrier and then moved to the technology side. And I’ve been working in the insurance technology sector serving insurance companies, TPAs, other folks who adjudicate and administer claims, for the last thirty years. Awesome. Well, I I thank y’all both just for taking the time and for for sharing your your thoughts and expertise with us. I’m really excited to get to pick your brain here over the next, you know, little bit as as we work through through through some of these questions I have for you. So just to start off, I think to kick us off, let’s talk about how the current environment works. So, Meghan, for your organization, how is the loss of experienced adjusters showing up in day to day claims operations? It really becomes evident when you start seeing productivity slowdowns in real time. The more experienced adjusters have a historical knowledge base of what is needed and rely heavily on their muscle memory, where the newer adjusters haven’t had the opportunity to build that muscle memory yet and have to take additional time to research or talk out how to handle certain situations. Yeah. Interesting. Chris, when when you speak to clients, what are you hearing from them about the impact this is having on their businesses? You know, it’s interesting from our perspective because we serve you know, as I mentioned in the beginning, we serve everybody from very small claim shops with five or six adjusters up to very large claim shops. And across the board, a couple of themes that we hear that are impacting sort of their day to day ability to, you know, run an efficient business and kind of improve their outcomes are are both attrition, particularly at the the top end of the adjuster spectrum. Right? So older adjusters who are retiring or folks who are experienced, they go to something else, and recruiting at the lower end. Just recruiting and retaining enough talent to fill that void and and to replace that productivity that’s lost when an experienced adjuster retires. So this is a theme we hear across the board. It’s it’s been that way for probably the last two to three years that every time I talk to one of our our claims customers, it’s a concern in the back of their mind. Definitely. No. I think it it it makes sense. I and and this makes me wonder, Meghan, how does this current environment compare to earlier points in your career? Being in the industry for almost thirty years, I have had the opportunity to watch it evolve from paper files and typewriters to where we are today. But our world now is wildly different. Consumers expect outcomes in sixty second sound bites, making efficiency absolutely essential for the adjusters. You know, I think you both have hit on this a little bit, but I I really wanna drill down. So I I wanna put it out to you and ask, why does this challenge feel so much more structural than than temporary? And and I think, Meghan, kinda building off what you just said there, I’d love to start with you. It’s definitely not a temporary issue, and it’s likely to intensify. With that, it’s important for us to be able to provide tools for our staff to succeed and be able to determine quickly and effectively what our customers’ needs are. Chris, what are you hearing from clients when you talk to them? So certainly, it is definitely structural. Right? Without a doubt. And and thematically, what we’re hearing is our folks who, you know, sit in Meghan’s seat, they are worried about how they can be more productive, more efficient, with less overall resources. Right? It it it’s the it is a challenge that they’re trying to solve. And the reason, you know, Meghan touched on this, the reason you need to be more productive and more efficient is because the expectation of the claimant, the customer, has changed based on their experience with every other industry and every other sort of day to day transaction in their life that they work with. Right? The people want instant answers. They wanna be able to get things quickly. They don’t wanna wait a long time. We know how frustrated it can it can be if somebody says, oh, we’ll get back to you within forty eight hours in an email, right, when you’re just trying to get a question answered. So it it is definitely structural. This is something we absolutely have to solve for because we in the claims world have to be able to provide that same experience, and and we’ve got to augment our staff with technology to enable them to do that. Definitely. Well, I I thank you both for really setting the scene here for us and for really outlining the gravity of the situation and and the the structural nature of this problem that we’re gonna be talking about today. I’d love to, as we move on, maybe start thinking about how this is impacting operational risk. So, Meghan, in your experience, where are you seeing those experience gaps most affect consistency in claims handling? And then also, what risks are emerging as a result? Here, lack of consistency can lead to leakage very quickly. If investigations are inconsistent, then we could be missing key factors in the claim. Missing jurisdictional timelines and then inconsistent claim documentation could lead to under or over reserving of files and inaccurate information provided to the customer. I think that makes total sense. Chris, is there anything that you’d like to add there? Yeah. I mean, I I certainly echo what Meghan said that that is absolutely kind of the right focus. You know, I think from from our perspective, what we’re seeing across our clients and and when we talk about impact on their business and what the new risks are, there are really a couple. And one is one is more compliance based, right? So that is, are we doing what we are required to do in the timeframe we are required to do it? Right? So I think of our, you know, Meghan is one of our folks who who works in the work comp space, right? You have certain deadlines that have to happen. If you delay compensability, you’ve got a deadline for when you actually have to respond. Experience adjusters have known that. You know, you they they work through these. They work with deadlines. Less experience adjusters, sometimes those things can’t you know, they could slip if they don’t have tools in place to support them, right, or the right oversight to support them. So certainly that’s one, but the other risk that we see is is is to the bottom line, right? And and that is, as you think about both a decrease in operational efficiency, we have to have more people to do the same thing as effectively as we did in the past. Or when you think about the impact, the ultimate impact on the outcome or severity of those claims driving up costs, those are both negative impacts on the business. And so both of those are really risks of not solving this challenge. Yeah. Well, Chris, thank you for for outlining that. I, Meghan, I I kinda wanna take a step back and or I guess I wanna open this up a little bit. And I wanted to ask you, I mean, how has the need for increased training changed how these claims teams operate? Well, increased training will always build stronger adjuster competence and confidence with their claims handling abilities, but the ongoing need for it requires more time and involvement from a more experienced team member, pulling that more experienced team member away from their own workload and the more severe cases. I guess it’s got me thinking sort of along those lines, how does increased oversight change how claims teams operate? Well, supervisors have had to spend more time on day to day coaching instead of having the ability to do broader oversight and quality management. What I’m also wondering is where does automation have the biggest impact on reducing administrative burden? And and, Meghan, we can we can start with you on this one. Sure. For me, automation is a tool for success. If you can automate letters, tasks, electronic data filings for the adjuster, it alleviates not only potentially missing deadlines with a jurisdiction, but also helps the younger staff members learn. Not to mention, if an item is automated, the supervisor on the file doesn’t have to take additional time on oversight as they know it’s already complete. Yeah. Yeah. Chris, what are you seeing with your clients in this arena? So very similar and really in a couple of aids. And when we think about automation, there are a couple of of sort of branches or components, I would say. Right? There’s the more traditional workflow based automation, which is if this thing happens, we know we need to do these three things automatically. Right? And then there’s AI starting to supplement and augment that automation. Right? So it’s actually digging deeper. And ultimately, in both cases, what our customers are always looking for is is how do I how do I make sure that I can get the the right information to the right person to make that decision or take the next action. Right? And so the ability to surface or raise those is really a combination of the two. So I would start with that. Right? So traditional things that you know need to be elevated, but then also looking beyond that to say, hey. I I am going to have AI and automation read through the entire history of this file, the all of the legal rec all of the legal notes, all of the medical records, summarize for me and identify if there are things that I need to be paying attention to or worrying about, that can save me time from having to read through myself all of those documents, right? Which we know can be burdensome. And and no way, at some point, you’re still gonna have to do it. We know that. But but to help, I you can’t read through everyone. And so helping identify those where you need to focus is the real key there. And I think the other thing we’re seeing is we’re starting to see, and we’ll talk about this a little more later, is a little more of leveraging technology as kind of an assist in the training and walking people through the system and walking people through the the best practices and what they should be doing so that you can take some of that burden off of the off of the more experienced adjuster or the supervisor who’s tasked with with training that individual and making sure that they’re doing the things they need to be doing. Yeah. No. It’s it sounds like, you know, potentially really powerful stuff for these teams. And and you you read my mind because the next thing that I wanted to ask y’all is just what role do you think, that technology plays in preserving institutional knowledge as teams change? Well and so that’s a great question. I think it’s really partially at the heart of the matter. And when we think about what institutional knowledge really is, it’s it’s, you know, an experienced adjuster knows from looking at a file what the red flags are on that file. They know where they need to route it. They know what other teams they need to get it to. Those things, you know, come through, you know, decades spent working on claims and and being close to them and understanding kind of the nature of how they flow. I think where, you know, technology is really starting to provide an assist, and we’ve talked a lot about automation, we talk about AI, is if you can identify those things without having purely to rely on an experience adjusters instinct, that is in a way preserving that institutional knowledge. Right? So that’s one thing. Just we have it actually in our technology, in our process, those things that we expect our adjusters to be able to know, to identify, to do, we’ve given them the assist and the reminders so that they can see those things when they need to. That’s certainly one part of it. I think another part is just the continued usage of AI in that English language questions. Hey, what happens when I see a file like this? Hey, what’s the next step when I have this thing occur? Right? And to be able to interact with technology in that sort of a fashion and to get those responses. And that’s where we’re seeing some real promise to going forward beyond just the automation, which is the no brainer, right? It’s it’s that sort of ability to get to information even about what our own processes are and our own expectations are for somebody in this role, that’s really gonna unlock the the the claims teams. It’s got me thinking about the consistency angle of of our presentation today too. So I guess it’s got me wondering, I mean, how does technology help less experienced adjusters work handle work more consistently? Yeah. I was I was gonna say I would let Meghan answer this one. I mean, she’s closer to the folks who are actually leveraging it and doing it. So Yeah. Yeah. Please do. If take it away, Meghan. I think that anytime we can buy provide triggers or reminders to do certain things on a claim is helpful. It’s not only for the jurisdictional changes, but it also helps with general business rules for the staff. Workflow rules, data event triggers automatically direct the adjuster’s next steps. Let’s move on to how you’re rethinking support for your claims team in response to these shifts. So, Meghan, to start us off, where does manual work make experience gaps harder to manage? Given the remote environment, manual work cannot be managed as well as automated processes can. Manual work is also inconsistent from person to person, and an experienced adjuster will recognize the importance of a task versus inexperienced may view the manual work as unnecessary and inadvertently miss something, which can go back to the leakage that we talked about earlier. Chris, what are you hearing from your clients? I think what we’re hearing from our clients is they want to help they want us to help them minimize the amount of manual work that’s necessary. Right? And I think precisely for the reason that that Meghan just outlined and especially as you shift to less experienced adjusters, you know, things that you know, we we talked about this earlier that used to be reliant on that adjuster expertise and that they would do manually. Technology is now able to provide an assist. Right? And to say, hey. This is the thing you need to work on. And, by the way, this is a high risk claim that involves potential subrogation. So you may wanna take a look at these three things. Right? Highlighting that for them. I think that, you know, that is precisely where our clients are are pushing us to go and where they’re looking to go. Yeah. Yeah. Well, no. All of this it it feels for me like we’ve been kind of building towards this this question. And I’ll I’ll pose it to you, Meghan. I mean, it’s this question of what work should experienced adjusters focus on, and what work shouldn’t require their time. Definitely. The experienced adjusters should be focusing on the more severe cases. Their knowledge with litigation and claims management is essential to keeping claim costs down. They should not be spending time filling out forms or researching what electronic data filings may be needed. You know, as you both think about the day to day work of adjusters, how have you seen technologies help them stay organized, cut down on administrative clutter, and really focus on, like, the claims that need their attention the most? And I think, Chris, we’ll start this one off with you. Yeah. And so this one is always super fascinating for me, right, this type of a question because, like Meghan, I started my career in the days of paper files, right, in really large filing cabinets, rows of filing cabinets in the center of the of the claims unit. And the way that we operated was obviously very different. So I’ve seen that sort of transition, you know, just continue to evolve and and become more and more automated. But really, you know, when we think about where we’re at today, the technology is generally from the moment an adjuster or a claims supervisor and and regardless of their experience level. When they log into a system, the system is serving up to them the things that they need to be focusing on that day. Right? They’re not they’re not having to set files on their desk or have an inbox and then have post it notes and, hey, here’s what I need to do today. The system really helps them stay organized because it’s surfacing the most important next actions for them to take, right? So that’s the first thing. And that technology has been there for a while now, right? As we’ve made this transition into better and better claim systems with with better and better workflow that you could sort of tailor or configure to each claim shop. I think what’s super fascinating about where we’re at now and where we’re going is the the ability to to go several levers levels deeper using AI. Right? So traditionally, those workflows were based on what you told the system needed to happen based on your process. Right? And so you could define and tell the system, hey. Whenever this type of things occurs, I need to raise this event, and it should show up on my dashboard. And when I log in, I should know that I’ve gotta do this thing. Now AI is allowing, you know, another pass, and and it is going and digging deeper and saying, by the way, you may you don’t have anything in place for this, but but we’re seeing this as a risk factor on this claim based on these three things, and you may want to pay attention and surfacing those for you. Right? And so that even where you have not necessarily built that that automation yourself to say, when this happens, show me this, the system is saying something needs your attention, and we wanna raise it to you. Wow. Yeah. No. I thank you for kinda peeling the curtain back and outlining that there. Meghan, I wanted to ask you, what kinds of support matter the most for less experienced adjusters today? Anything that would help the adjuster spot red flags. Potential sub segregation, litigation triggers, stuff that they have just not had the time to to see with what happens. Yeah. Yeah. No. That that makes sense. I I wanted to ask you, how can AI be used to reinforce best practices without replacing adjuster judgment? And and, Meghan, we need to start with you on this one. Sure. AI should be used as a support tool. Providing quick summaries of longer documents and automatic notification of items considered to be red flags is not only giving them more experience to adjust their time back, with the less experience to adjust their the tools that they need to succeed. Yeah. Yeah. Chris, is there anything you’d like to add on this point? Oh, this this is this is obviously for us in our world and what we do, just a a super meaty topic. Right? And and that is what are all the possibilities that can be unlocked leveraging artificial intelligence? And I’m sure people watching will have heard the term agentic AI, right? And the idea that you can have an AI agent that is going out and doing a task start to finish. People get worried. You know, in the past, we would call some of that straight through processing, right? The idea that a system could, without human intervention, make a decision, take an action, close a claim, you know, set a reserve, whatever the task was. But I think in reality, I think of it more rather than just, you know, an agentic AI that is an adjuster. I think of more like assistive AI. Right? Like like Meghan said. And the idea that AI is there almost like having a a second set of eyes that’s helping you pour over your work and and surface things to you, make sure that you’re staying on task, that you’re focusing your time where you need to be on the right files to drive the best outcomes. And ultimately for us, and and this is where, you know, what we hear all the time, at the end of the day, outcomes and claims outcomes are what matters. And there are really only a few levers that you can pull to control outcomes on claims. And and we’d love if, you know, claims was was exciting and was a revenue driver. It’s not. Right? Claims impacts the financials of the organization and impacts the bottom lines. You wanna be able to control those and anything we can do to help our carriers, our TPAs, all of our claims customers, you know, the best decision, A, be more efficient to help drive down operational costs. So I’m not spending as much time pouring through a ton of notes and reading through documents and trying to figure out where to spend my time. I know when I log in because the system’s helping guide me. That’s one, and that helps to drive down the overall cost of claims because it’s impacting operational efficiency. And the other for us is really the severity of the claim, right? So efficiency and severity are both things that AI can help with tremendously. And when I say severity, in the claims world, we know that if you don’t take the right actions on a claim and the longer time passes before you take the right action, the outcome is likely to be worse on that claim. Right? The the more we can get the the right, set of eyes and the right person, you know, on that claim sooner, taking the action that’s actually gonna help to to ultimately drive that claim to closure in a shorter period of time, that impacts the severity of the claim, which impacts our bottom line. And this is where we really anchor sort of everything we do with AI to our customers is how do we help them drive down the cost of claims? I mean, just hearing you talk there, it’s exciting, right, thinking about the possibilities and the potential that this technology has. It also did as a as a news reporter, it did bring out the critical side of my brain, and it it wanted me to ask you. I mean, what guardrails are important to keep technology supportive rather than disruptive? And and so I’m a firm believer in the human in the loop. Right? And like Meghan said, AI is not replacing an adjuster. Although I do get there are use cases in our industry for certain high volume, low dollar claims that are very simple where you can actually automate and you can you can save time. I get that. But for more complex claims, you know, the the first and strongest guardrail is still the eyes of an adjuster. Right? It’s their eyes and their mind and their experience working claims that that really helps. And so, you know, getting it’s all about we’ve got a limited number of resources. We have a limited number of experience adjuster. We’ve got some adjusters who are newer. But if I can use AI to help surface to the more experienced adjusters, the things they should be paying attention to, and I don’t bypass them. I don’t say, I’m gonna go ahead and let this, you know, let this person process this claim, or I’m gonna process it automatically. We’re getting it to the person who can actually look at it and using their judgment. That is the first and biggest guardrail. You know, is that it’s a human in the loop concept, not a pure end to end automation. Yeah. Absolutely, Chris. I I thank you. And and I think the the other thing that I maybe wanna ask you is just how do you measure whether these changes are working? Well and and this goes to what I said, you know, a couple of questions ago. At the end of the day, the the the easiest thing that you can measure when you think about the impact of implementing any sort of a process change on your organization, right? But in particular technology is the technology that is helping to do the automation also actually helps you to drive in and report on what is happening across your organization, right? And what you should see when you make an educated decision that we’re going to invest in this technology, we believe there’s an ROI. We think we can save ten percent in time. We can be ten percent more efficient across the organization. That should show up in the metrics on how quickly you can handle those files, right? You should have metrics in the system that you can fall back on. And secondarily, you should start to see the overall economic impact because you should have better claims handling. So for the same types of claims, as time goes on, when you’ve made this decision and you’ve decided you’re gonna invest in technology, you should see the actual cost of those claims start to drive downwards rather than upwards. You should get leverage. Yeah. Absolutely. I I I I’d love to ask you, Meghan, just along these lines, you know, what are you looking for from an operation standpoint? I agree with Chris on this one. Lower claim cost is always gonna be at the top of our list, but the time between the notice of claim and settlement or claim closure is is really what we would be able to measure as when it’s working. Oh, gosh. I’ve I’ve loved talking with y’all. And and for our our final minutes here, I’d really like to talk about how you can build resilient claim operations for the long term. So to begin, Meghan, what lessons have you learned about adapting claims operations to ongoing workforce change? Especially with generational shifts that we’re looking at, we are adapting how we communicate, how we train, and support our teams. We have adjusted by simplifying processes and using technology to help with providing consistent training and parameters in which the user should be working in. Awesome. Chris, what have you seen from clients? So this is these these are always great questions too for us. Right? So when our customers are are deciding that it’s time for them to, make a change to their technology, whether it’s a new customer that’s changing from another system, whether it’s an old internal system or another commercial system, or whether it’s one of our customers who comes to us and says, hey, we’re thinking about some additional automations we’d like to put in place, hey, can you guys help us? Whenever those changes happen, you always have to be very thoughtful about the end users, and end users are really a couple of bodies, right? They’re your adjusters first and foremost, who live and breathe in the system every single day, and they’re your customers who are the recipients of the output and the ones on behalf of whom you’re actually doing this work, right? And being able to think through the impact on both the adjusters and ultimately on the customers as you’re making those changes, are we making their lives better, right? Are we helping our adjusters be more efficient? Are we positively impacting the outcome of these claims on behalf of our customers? If if maintain that focus as you’re thinking about these changes, you’re gonna have a lot more success than if you just change for the sake of change. Like, how does this make us better? A a very strong framing, you know, a strong way to approach a change like this. Meghan, how did you think about building resilience and addressing underlying root causes versus short term fixes? Short term fixes are workarounds. And workarounds can really quickly cause fatigue of the staff. Solving for the root cause in the long term not only increased stability and consistency, but from what we have seen, it also improves the morale of the workforce. Yeah. Chris, how else have you seen people approach this? So again, from our perspective, because we work with so many different customers, this is another one. Obviously, existing customers, customers we have that are that are looking to make changes or something that’s not working in their process, right, they’re they may ask us, hey, we need to make this fix. We need to do this. And it’s always our job to step back and say, okay, what’s the business objective, right? What are you trying to accomplish with the change? How is it making life better? And to dig sort of one layer deeper. But that applies even, you know, ironically, we get new customers who are feeling a particular pain with their existing process, it may be the reason they’re looking for a new system because they just simply cannot function efficiently in technology they’ve had. It’s either outdated, they need to make updates, can’t adapt quickly enough. And a lot of times when you first start those engagements where their focus is, is on the thing that’s not working. Right? I mean, that’s where they’re and that’s what’s driving it. And even then you’ve got to step back and say, let’s step outside of the one small problem that we’re trying to solve and think through overall, what is the outcome that we’re looking for? And then what are the problems that we have to solve to drive that outcome? And of those problems, which is actually the most important to solve to help get that outcome? Because a lot of times, it’s not the initial problem that they came to us with. Right? And so we see this play out all the time. The sort of, it’s almost like you get to be a therapist. You get to help them walk back and sort of dig a little deeper into the pain that they’re feeling and what’s actually going on. But certainly short term, don’t get me wrong again, short term fixes have their place. Sometimes it’s, you know, it’s it’s like sticking a Band Aid on a wound. Like, that’s really what’s needed. It’s just bleeding, we’ve gotta put a Band Aid on it. But but there are a lot of situations where you’ve gotta dig deeper to diagnose what’s really going on and understand what the right course of action is to to put in place a better structural long term fit. Yeah. And I’m I’m really enjoying this this this conversation about looking at this from the long term. And and, Meghan, I wanted to ask you, how do automation and AI fit into a longer term strategy for your claims operations? Well, automation equals consistency. And consistency leads to better and more efficient claim handling and outcome. An AI tool added to that for additional support and information should move claims to faster outcomes in the long run. Yeah. Yeah. Definitely. Chris, what else are you seeing right now and and do you see coming for AI and automation as we look at the future? We we see constant evolution and change. I mean, we all know that it’s evolving at a very fast pace, right? And the AI models get better and better. They’re better at doing the things they do. When I sort of take a step back and I think very specifically about how we help Meghan and our other customers and the things that they can do and leverage where they can leverage AI, certainly even where we’re at today, right, the ability to take things that historically have had to be done by a human, right? Not just things you could automate with technology, but where a human needed to do it in order to truly make it effective and to take some of that. So start with something as simple as a first notice of loss, Right? And then figuring out based on that first notice of loss, what are all the potential, you know, fraud risks in this claim? What are other risks in this claim? High risk factors. How do we best handle this claim from the very beginning? Like where do we go with this claim? Right? Even that is super exciting, the possibilities and the things that we started to see our customers do with Gen AI. And then I think kind of next level and where things are going and what you’re going to be able to do, it’s the constant interaction just using simple English language, right? It’s less about having to be well trained and well versed in exactly what action I’m supposed to take and where I’m supposed to go in a system to do the next thing. And it’s more about the system very quickly serving me up information or telling me or say, you know, allowing me in a very seamless way to say, Hey, you’ve got to make this decision. What do you want to do? And and I just think that’s going to continue to evolve at a rapid pace. It’s super exciting for us, you know, even now, like customers interacting with a system to say, I’m not sure where I go to do this or how do I do this thing next in the claims process. Not having to go search through information, not having to read a bunch of help files or documentation, just ask the system and have it show you or have it do it for you. Right? And just go, oh, that’s done. Here you go. Does that look right? Yeah, that looks right. Great. Let’s go. It it it’s gonna continue it will continue to evolve quickly, and it is super exciting. Yeah. It’s I mean, it’s so cool to think about how this technology is gonna help so many professionals, so many claims professionals as we as we move forward. And that brings me to my final question for y’all, which is is actually sort of along those lines. You know, I I wanted to ask you both. What capabilities will matter the most for claims teams over the next few years when we’re talking about AI and automation? And I guess we could start. Meghan, I’ll pitch it over to you first. Well, for claims teams, efficiency and ease of use is extremely important. If we can make the adjuster’s job more streamlined, more consistent with faster cycle times, that’s gonna end up leading to a more confident claims staff, lower claims costs, and overall better customer experience. Yeah. Chris, is there anything you’d like to add? I would echo what Meghan said. Certainly, if we go back to the very beginning, and that’s kind of what we’re focusing on today is how do we think about technology helping when we’ve got these these gaps in experience and we worry about, you know, getting experience adjusters in. I I would only expand on it by saying, at the end of the day, anything that technology can do to help our customers better impact their business by reducing the number of claims, the cost of claims, the time it takes to work a claim to be more efficient, you know, anything that it can do, you know, those are really gonna be what what are exciting to us and to our customers. Right? So can I continue to to better control the cost of claims and improve my ratios and my bottom line? Absolutely. Well, I thank you both for for sharing your expertise with me today, and I thank everybody who’s tuned in today and and watched the the presentation with us for spending your time with us. Again, Meghan and Chris, really, really appreciate you sharing both the practical realities and the bigger picture thinking around this issue. I think it’s clear that experience gaps aren’t just a staffing challenge. They’re reshaping how claims organizations think about consistency, think about risk, think about training, and think about long term resilience as well. And I think what really stood out to me in this conversation is that technology isn’t about replacing judgment, it’s about reinforcing it. So, again, to our audience, we hope that this discussion gave you a few practical ideas you could take back to your teams, whether that’s identifying early signs of operational strain, maybe rethinking where automation can reduce administrative burden, or taking a more strategic view of resilience instead of short term fixes like we discussed as well. So appreciate you guys. And thanks again for everybody who’s watching. Have a great day. Thank you, Alan. Thank you, everyone. Thank you.