The CLM 2025 Annual Conference in Dallas, Texas, brought together an outstanding community of claims and litigation professionals united by a shared mission: to shape the future of claims management through innovation, collaboration, and real-world insight. Among the standout sessions was Wisedocs’ presentation led by Greg Toll, Managing Director, titled “Who’s Training Your AI: Why Human-in-the-Loop (HITL) is Essential for Claims Management Success.” As AI continues to make its mark across the insurance and legal industries, Greg’s message struck a timely chord, emphasizing that while automation holds promise, it’s human oversight that ensures AI delivers reliable, accurate, and defensible results. With over 60 attendees at the session and countless conversations throughout the event, one thing was clear: HITL AI isn’t just a best practice; it’s becoming the industry standard.

What we learned from the “Who’s Training Your AI” presentation

AI is rapidly being integrated into claims workflows, from summarizing medical documents to triaging cases. But many organizations remain skeptical after disappointing experiences with early-stage solutions. Greg emphasized that trust in AI begins with transparency and oversight. With HITL, human reviewers actively validate and fine-tune AI-generated outputs, ensuring fast and accurate results.

Traditionally, manual reviews include lengthy delays that impact claimants and increase bottlenecks. In addition, 22% of P&C insurance professionals are expected to retire by 2026, signaling an increase in talent loss in conjunction with the already insurmountable manual process. AI adoption is happening, with or without your company’s approval, so it’s important to focus on how to implement it effectively to ensure it supports your team rather than disrupts human expertise.

AI’s Growing Impact on Claims

• 77% of insurance professionals are now integrating AI into their workflows, up from 61% in 2023.
• 70% of legal professionals are now using AI in some capacity in their practice, skyrocketing from just 19% in 2023, reshaping legal work.
• According to McKinsey predictions, 50% of claims activities will be replaced by automation by 2030.
• Early findings from a Wisedocs commissioned survey by ALM (releasing soon) found that 41% of claims professionals said they are using AI in claims document review.
• Trust triples when humans validate AI outputs, jumping from 31% to 83% when expert validation was introduced.

Key takeaways from CLM 2025

HITL restores confidence in AI

A recurring theme throughout the conference was a shared fatigue around AI that over promised and under delivered. Many attendees voiced frustration over proof-of-concept projects that failed to scale or lacked accuracy. A HITL approach resonated as a solution to this challenge. By involving domain experts to review and reinforce AI outputs, organizations are regaining trust in automation and realizing its benefits.

AI needs to fit the workflow

Claims professionals made it clear: they don’t need cookie-cutter tools. Attendees consistently mentioned the need for adapting AI into specific workflows, jurisdictions, and documentation formats. IN light of these needs, recent developments in configurable, line-of-business-specific reporting prove how AI can serve existing operations rather than disrupting them. Custom reporting templates ensure AI remains aligned with enterprise standards, enhancing consistency while reducing manual effort.

Adoption is happening, but it needs to be responsible

AI is here, and it’s not going away. From document processing to decision support, it’s already embedded in claims departments. But Greg’s analogy during the session was powerful: AI should be the autopilot, not the pilot. Just like in aviation, claims processes need human judgment to land safely. The future isn’t AI versus human; it’s AI with human expertise & oversight. Guardrails, governance, and thoughtful oversight are the way forward.

Final thoughts

As we look ahead, the message from CLM 2025 is clear: AI will help shape the future of claims management, but only if we shape AI responsibly. At Wisedocs, they’re proud to lead the way with HITL solutions, elevating accuracy, adaptability, and trust, right where the industry needs it most.

Interested in implementing Wisedocs into your workflows? Book a demo today to get started.