At Connected Claims 2025, Melissa dos Santos, Director of Claims at Heritage Insurance, joined Yo Sub Kwon, CEO of Voltaire on stage. Their session was titled, “Beyond the Hype: A Director’s Playbook for Generative AI in Claims.” In the session, Yo asked Melissa a series of questions about AI and Voltaire.
Below is a brief overview of the questions asked and answered. This article is paraphrased from notes from someone in attendance at the event.
1. What’s your view on AI, and how did it impact the adoption of Voltaire’s AI at Heritage?
Yo posed this question. Heritage welcomed and embraced AI, where appropriate. It’s win/win for carriers and policyholders if time or efficiency savings are possible without drawbacks. This included using Voltaire, which proved to be practical, effective, and user-friendly.
2. Where did Heritage most see the advantages of Voltaire in early adoption?
Besides general improvements to adjuster efficiency, Heritage adopted in the middle of CAT (Catastrophe) season. It had a major impact on adjuster speed and throughput for claim letters, especially independent adjusters. Speed and quality of letters improved, and adjusters went on to report increased job satisfaction.
3. Speaking of speed, what kinds of changes did you see in settlement letter throughput? What was making the impact?
Voltaire helps with multiple steps in the process. When adjusters use the tool, managers and QA staff save time too.
4. What’s the biggest piece of advice you would give to claims leaders evaluating AI tools and looking to make an impact?
Make sure the AI tool is not only something leadership wants, but that its helpful and creates benefits for the end-user. Make sure to incorporate end-user feedback for product improvements and work with a reliable partner.
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For detailed case studies on Voltaire’s work with insurance carriers, look here at these case studies on our resources page.
