Claims adjusters aren't interchangeable. They read a file, weigh what's missing, and make a call that carries real consequences. So when we build AI at Agentech, we start by watching how adjusters actually work, then design around it.
That's why our process leans on ethnographic research. We spend time in the environments adjusters operate in and let what we see shape the product. The goal is technology that supports their expertise, not technology that talks over it.
Ethnography is a research method borrowed from anthropology. It means observing people in their real setting instead of asking them to describe it in a meeting. When we sit with claims teams and follow their day, we get an honest picture of the workflow: where the friction is, where the shortcuts happen, and where a tool would actually help.
One example: in a study of a claims processing system, adjusters followed the formal procedure at first, then built their own work-arounds to move faster. Those work-arounds weren't in any manual. Watching them over time is what made it possible to redesign the flow around how the work really happens.
Every claim brings its own circumstances, and adjusters have to weigh evidence, spot inconsistencies, and consider different angles before they decide. Miss that context and you miss important evidence, or you make a biased call.
When we understand those nuances, we can design AI agents that complement the adjuster instead of getting in the way. The agents handle the routine work so the adjuster has more time for the complex judgment calls that actually need a person. The technology is an aid, not a replacement.
The industry sees this too. Deloitte's report Preserving the Human Touch in Insurance Claims Transformations makes the same point: even as insurers add technology and data to speed up claims, the claims professional stays at the heart of the work, and that human element is what protects a good outcome.
The adjuster's role has also grown more strategic, closer to an extension of the risk manager's team. Adjusters create opportunities across the life of a claim to lower costs and drive better results.
Good AI comes from understanding the people it's meant to help. When we treat adjusters as skilled professionals who need context, rather than as cogs, we can build agents that fit into their world and make claims handling faster and more accurate.
Want to see how this works on your files? Schedule a discovery call and we'll walk through it with your team.