How Intact Is Advancing Claims Operations Through AI and Innovation

As claims environments grow more complex with higher volumes and rising expectations around speed and accuracy, organizations are under increasing pressure to deliver consistent outcomes at scale. So how can a specialty insurer adopt new technology in a way that preserves expertise and improves service for brokers and customers alike? 

At Intact Insurance Specialty Solutions, we believe technology should enhance decision-making, not replace it. Across the organization, the claims team is deploying targeted AI tools to efficiently accelerate workflows and support adjusters in handling increasingly complex claims, all while maintaining rigorous controls and human oversight.

Modernizing Document Review to Accelerate Decision-Making

One of the most immediate opportunities for innovation in claims operations lies in document analysis.

Over the past year, Intact has directly integrated summarization tools, developed internally, into its claims system. These tools enable adjusters to summarize large documents, query records for specific keywords and quickly identify gaps or inconsistencies, all with a required human-in-the-loop validation. 

The impact is tangible. Adjusters can now work more efficiently, determine record completeness sooner, and respond more effectively when large demand packages arrive under tight deadlines. For brokers and customers, this translates into smoother initial assessments and more predictable claim progression.

Strengthening Fraud Detection Through Industry-Wide Intelligence

Innovation in claims operations is not limited to speed alone. Accuracy and integrity remain central priorities, especially as fraud schemes become more sophisticated and challenging to detect at scale. 

In January, Intact introduced a new AI-enabled fraud-detection capability using industry databases that allows investigators to scan claim documents and images against records submitted across the broader insurance market. This enables teams to identify altered documentation and repeat patterns that may otherwise go unnoticed in isolated claim reviews. 

By combining internal expertise with industry-wide intelligence, Intact strengthens its ability to detect fraud earlier and protect legitimate claimants.

Reimagining Claim Intake and Assignment

One of the most promising areas of innovation lies at the front end of the claims lifecycle. 

Intact is currently developing next-generation claim intake capabilities designed to streamline first notice of loss, automate document ingestion, and intelligently route claims to the right adjuster based on skill set and availability. Over time, this will allow claims to be assigned faster and more accurately, reducing handoffs, minimizing delays, and improving early engagement. 

For brokers, this has the potential to deliver adjuster assignments more quickly and offer clarity on complex claims. This is especially valuable in specialty lines where expertise alignment is critical from day one.

Expertise at the Center of Innovation

Every tool introduced into claims operations is built with direct input from frontline adjusters and insurance experts. Pilot groups test and refine models before broader rollout, ensuring that outputs reflect real-world claim practice and disciplined judgment. Guardrails are embedded throughout the process, with strict controls on what AI can and cannot do. Final decisions always remain in human hands. 

This allows Intact to modernize thoughtfully, preserving the human expertise that underpins specialty claims while steadily improving efficiency and scalability. 

As the industry continues to explore the potential of AI, Intact is applying innovation where it meaningfully improves outcomes today, while laying the foundation for more predictive, data-driven abilities in the future.

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