Reimagining Insurance Claims Management: Great American Insurance Group Accelerates Complex Claims with AI

If you missed the webinar, watch the on-demand recording here and some brief highlights below.

A Growing Challenge Inside Claims Departments

Insurance carriers now receive claim files that dwarf the paperwork of a decade ago. A single complex bodily injury submission can exceed ten thousand pages once medical records, legal transcripts, surveillance notes, and policy endorsements accumulate. Traditional manual review forces adjusters to scroll line by line searching for dates of service, procedure codes, coverage triggers, and potential fraud indicators. The process is slow, mentally draining, and vulnerable to missed details that inflate settlements or extend litigation.

Great American Insurance Group (GAIG) saw these pressures first-hand. Files could arrive as “a packet of about a thousand pages,” yet the team still needed clear answers quickly. Cycle-time expectations were shrinking while the volume and complexity of documentation kept climbing.

“We’re seeing medical packages, those PDFs, keep increasing in size, and there’s so much information you have to review before you can even start evaluating the claim.” — Rachelle Leone

Turning to Nomad for Complex Claims

GAIG turned to a new technology designed to ease the burden of complex claims. By using Nomad, GAIG’s adjusters can sift through thousands of pages in seconds, surfacing the exact facts or policy clauses they need. A simple plain-language question instantly returns the answer plus a clickable link to the source page, so verification never requires manual scrolling.

Tasks which once required several days of manual searching now take moments. Before, adjusters had to spend entire days scrolling through demand packages, which are now completed in record time. Nomad let the team cut review time significantly and allowed them to move to settlement strategy quicker than ever before.

“Nomad finds it instantly, and that is such a huge time saver.” — Rachelle Leone

Workflow Transformation for Complex Claims

Nomad changed the everyday rhythms inside GAIG’s claims organization:

• Document triage became question driven. Instead of opening a PDF and scanning for highlights, adjusters start by posing strategic prompts that surface the most relevant facts. Follow-up prompts drill deeper until a clear view of liability, causation, and damages emerges.

• Information arrives earlier. Coverage questions that once reached underwriting days into the file life cycle now surface almost immediately. Reserve adjustments happen sooner, stabilizing financial forecasts.

• Quality improves alongside speed. Because every answer links to the source page, oversight teams can confirm AI-generated insight without delay. The transparent audit trail supports regulators, reinsurers, and internal compliance reviewers.

• Employee engagement rises. Adjusters spend less time on administrative searches and more time on tasks that draw on human judgment and experience.

Gaining Product Trust for GAIG’s Claims Team

As part of the internal rollout, GAIG’s claims team sought to evaluate Nomad in a real-world setting to see how it would perform on the types of documents and inquiries they handle every day. They fed in actual case files and posed questions they had already resolved, effectively using known answers as a benchmark to measure performance. This practical approach ensured the evaluation process was grounded in the team’s day-to-day work rather than hypothetical scenarios.

The results spoke for themselves. Nomad consistently delivered accurate, reliable answers every single time. Even complex, nuanced questions were met with precise responses delivered in seconds. The combination of speed and accuracy had an immediate impact on the team’s perception of the tool. What might have taken hours of manual review was reduced to a matter of moments, and this consistency quickly established credibility. The hands-on validation was key in winning the trust of GAIG’s internal teams and accelerating adoption across claims professionals.

“So much faster than having to sift through that thousand-page document.” — Rachelle Leone

Strengthening Data Security & Governance

Any technology that interacts with claim files must meet strict data protection and compliance standards. Insurance carriers are under constant scrutiny to ensure that sensitive policyholder information is handled securely and remains within regulatory boundaries. Nomad is built with this reality in mind. Nomad allows IT and compliance teams to maintain full control over sensitive information while meeting internal and external audit requirements.

Nomad also provides clear, document-level traceability for every answer it generates, showing exactly where the information came from. This visibility ensures that claims professionals, legal teams, and leadership can confidently rely on the tool, knowing that any output can be independently verified. That level of defensibility is key to building trust in AI-assisted workflows, especially in high-stakes environments like claims. By combining airtight security with transparent reasoning, Nomad helps insurers adopt AI with confidence.

More Than Claim Summaries & File Review

With the myriad requirements placed on claims teams, AI for insurance needs to be more than just generic summarization. Nomad is built to support the full range of insurance tasks where speed, accuracy, and structured insight matter most. In claims, it produces detailed summaries that allow adjusters to get up to speed quickly and focus on decision-making rather than document review. But it also allows teams to use it to extract key facts and timelines from demand letters, helping them respond faster and with greater precision. For intake and underwriting, Nomad pulls out critical fields from submissions, organizes them into specific formats, and enriches them with relevant details such as coverage amounts or prior conditions. It also streamlines policy audits by surfacing exposures buried in lengthy policy files, supports M&A due diligence by quickly reviewing books of business, and accelerates reinsurance processes by compiling loss histories. Even in fraud detection, Nomad plays a role by flagging inconsistencies or unusual patterns in supporting documents that might otherwise go unnoticed.

This illustrates how AI for insurance must go beyond generic summarization. Nomad is trained to identify nuances that standard tools miss, such as implied coverage gaps or vague references to pre-existing conditions. Once information is extracted, teams like GAIG’s can export structured fields directly into their systems for reporting, triage, or decision support. At the same time, each interaction helps build a deeper historical dataset that continuously improves accuracy and responsiveness. With every use, Nomad becomes a smarter, more trusted partner in the process.

Lessons for Carriers Considering AI for Complex Claims

GAIG’s experience offers several insights for peers across the insurance landscape:

1. Target the biggest bottleneck first. Document review consumed a disproportionate share of adjuster time. Automating that step delivered immediate relief.

2. Insist on page-level explainability. Citations preserve trust with compliance, legal, and audit stakeholders.

3. Keep adjusters at the center. The AI assists rather than replaces. Human oversight ensures decisions align with policy language and local regulations.

Looking Ahead: The Next Frontier in Complex Claims

Complex claims will continue to grow more intricate as medical science advances, supply-chain costs fluctuate, and legal theories evolve. Manual processes cannot keep pace indefinitely. AI for claims processing offers a scalable solution that harmonizes speed, accuracy, and transparency.

GAIG’s experience confirms that carriers do not need a wholesale core-system replacement to benefit. By using Nomad, teams can shave days from handling time, reduce administrative fatigue, and surface insights that once hid in plain sight.

As more organizations adopt similar solutions, the definition of best-in-class insurance claims management will shift. Adjusters accustomed to instant digital answers will expect the same responsiveness when working on a claim. Carriers ready to meet that expectation today will differentiate themselves tomorrow.

Watch the Full Webinar Recording

The whole conversation, including a live Q&A, is available on demand. Watch to learn about how GAIG’s team interrogate multi-page claim files with simple questions and verify each result in context through references.

Access the recording here and explore what Nomad can do for your most challenging claim files.

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