- Claim filed by phone, after hoursAI
- Coverage and deductible confirmedAI
- Photos reviewed, estimate draftedAI
- Estimate checked and signed offPerson
- Payment sent, policyholder notifiedAI
The Human Line
AI is coming to every part of insurance, and policyholders already know which parts they want it to handle.
AI handlesA human handles
The Human Line
AI is coming to every part of insurance, and policyholders already know which parts they want it to handle.
AI handlesA human handles
0.0% would take a 60-second AI payout over a human-processed payment in 3 days.
Carriers can
Pay simple claims instantly.
60second payout
61% want a human on every denial.
Carriers can
Make sure human agents handle difficult decisions with their customers.
So where is the human line? So where is the human line?
Fast on yes 49.5%
would take a 60-second AI payout
Human on no 61%
want a human on every denial
Fast on yes 49.5%
would take a 60-second AI payout
Human on no 61%
want a human on every denial
86% want to be told when AI touches their claim.
Carriers can
Disclose AI by default.
0%re-explained their loss to two or more people.
Same claim, same loss, told again from the top. Here is how that looks when the notes don’t travel with the claim.
1×
2×
3×
My original point of contact either quit or got fired, and nobody told me. I didn’t hear from him for a couple of weeks, so I finally reached out myself, and that’s when they finally told me I had a new agent. I shouldn’t have had to find out that way.
Carriers can
Carry context through every handoff.
0% spent 3+ hours on their claim.
+
Carriers can
Offer after-hours filing and self-serve status.
Waiting on hold for nearly an hour, then having to repeat the whole story to someone new was the worst part.
0% told someone about their claim experience.
Carriers can
Treat every claim as a referral, good or bad.
Policyholders already have a human line.
Insurers can give policyholders exactly what they asked for: AI that handles the fast, simple moments, and a person for the decisions that matter.
- 49.5%would take a 60-second AI payout over a human-processed payment in 3 days
- 61%want a human on every denial
- 25%want both
- 86%want AI use disclosed
- 57%re-explained their loss to two or more people
- 65%spent 3+ hours on their claim
- 60%told someone about their claim experience
Find where the human line belongs in your business.
Book a demoBased on a survey of 1,001 U.S. adults who filed, started or considered an insurance claim in the past five years, conducted by Propeller Insights on behalf of Liberate in September 2026. Claim-process figures are based on the 934 respondents who filed or started a claim.