Wisedocs – a company that utilizes AI for processing medical records and complex claim information – recently announced the release of AI in Claims: The 4x Trust Effect of Human Oversight, a new report that debuted at the Workers’ Compensation Institutes’ (WCI) 2025 conference.

The survey polled over 65 claims professionals, including adjusters, carrier-side claims managers, and third-party service providers. The report reveals a lack of trust in AI-generated outputs when used in isolation. However, that skepticism shifts dramatically when AI is paired with expert human oversight, suggesting the importance of a hybrid approach to claims processing.

According to the report:

• Trust in AI alone is low with only 16% of claims professionals expressing medium or high trust in AI-generated outputs. Approximately 58% of respondents either do not use AI or are unsure if AI is used in their claims process
• Human oversight drives trust, with trust levels reaching 60% when AI outputs were reviewed by human experts
• The top barriers to AI adoption were accuracy concerns, regulatory compliance, and system integration challenges
• Enthusiasm for AI focuses on reducing manual work, with 75% of respondents hopeful that AI can improve efficiency through faster processing and better resource optimization. However,  professionals remain cautious about AI’s impact on transparency and accuracy

The report comes as the workers’ compensation industry increasingly turns to artificial intelligence (AI) to address rising caseloads, staffing shortages, and administrative strain. Many believe that AI has the potential to streamline claims processing, improve communication with injured workers, and support personalized medical care that aligns with treatment guidelines.

With regulatory scrutiny of AI increasing – particularly around fairness and defensibility, stakeholders should consider pairing AI with expert human oversight.