Notch hosted a live webinar with PropertyCasualty360 on where AI ends and people begin in claims and underwriting. Rafael Broshi, CEO and co-founder of Notch, was joined by Kaenan Hertz, Managing Partner at Insurtech Advisors, who counsels carrier boards on AI governance, and Jason Wrather, AVP and Innovation Officer at Grange Insurance, who runs the innovation studios that put new technology into production.

Key takeaways

• The work around the decision is automatable. The decision is not. AI can take the first pass on claims and underwriting, flag exceptions and route work to the right expert. The final call stays with a person.
• Decide what stays human before you scale. Teams need a clear framework for which decisions require judgment and which can run on automation. Setting it up front keeps AI out of the wrong decisions.
• SOPs were written to catch human error. Layers of review, checklists and sign-offs need a rewrite for AI-augmented workflows.
• Org design is the next question. Once AI absorbs routine tasks, roles and teams need restructuring around high-value judgment.
• Governance goes in from the start. Auditability and board-level oversight shape how far a carrier can take AI into judgment-heavy work.