June 30, 2025
While technology has always shaped the way we work, today’s innovations are doing more than just improving processes. With advancements like AI, we’re seeing a fundamental shift in how work gets done in the first place. Many tasks that were once manual are now being entirely automated by tools that can do the job faster, more accurately and at scale.
Human first, tech-forward
At Sedgwick, we believe in using new technology to amplify human touch rather than replace it. By giving our people tools that simplify routine tasks and support better decision-making, it frees them up to focus on the meaningful tasks that technology can’t do — like connecting with clients, collaborating with colleagues and showing empathy to claimants when they need it most.
In the insurance industry, our work is often deeply personal. Behind every claim is a real person and a real story, so the decisions we make carry weight and deserve human touch. That’s why we’re intentional about using technology to support the people involved in the claims process – not take them out of it. By using technology to help our people make smarter claims decisions and provide caring that counts, we’re able to better deliver on our purpose of helping people navigate the unexpected.
Making smarter claims decisions
One way we help our people make better claims decisions is with Sidekick Agent, our award-winning agentic AI tool. Sidekick is integrated into our claims systems and designed to take on important but time-consuming administrative tasks like summarizing documents, classifying data and even performing analysis. With real-time guidance at every step of the claims process, our examiners can find what they need faster, relay insights to clients more efficiently and spend more time interacting with claimants.
For property claims, our powerful geographic information system (GIS) tool helps our adjusters make more informed decisions, especially during catastrophic events like wildfires. Using application programming interface (API) technology, this tool combines several layers of claims, satellite, climate and geospatial data to give real-time visibility into a disaster’s progression and impact. This level of insight empowers our adjusters to always stay one step ahead, allowing them to scale their support more strategically and even begin remote assessments before an affected area is reopened.
Providing caring that counts
Besides streamlining claim decisions, our technology also helps our people provide more personalized, effective care. One example is our AI care guidance tool for workers’ compensation claims. This tool uses AI, machine learning and natural language processing to identify claims that could benefit from early clinical support.
By finding subtle patterns in claim notes, correspondence, medical bills and documentation, this tool flags warning signs of claim severity and prompts examiners to make referrals to the right clinical resources. Whether it’s case management, surgery support, pharmacy management or behavioral health specialists, this tool helps examiners connect claimants to the right care early and help them recover faster.
Simply put, our tools are powerful because they’re built for people. These are just a few examples of how we’re using our technology to amplify the positive impacts of human touch.
Adopting innovative technology
Of course, even the most powerful tools can only make an impact if people want and know how to use them. That’s why we don’t just launch new technology and hope it sticks. We take the time to help our people understand its value, learn how it works and feel confident using it in their day-to-day work. With regular training and ongoing support, we ensure adoption isn’t just successful but sustainable.
Just as important is keeping the door open for suggestions and feedback. By listening to our people and learning from their experiences, we continuously refine our tools to better fit their workflows and make technology stronger over time.
Looking ahead
At Sedgwick, innovation isn’t about replacing people – it’s about empowering them to do their best work. When we combine smart tools with real empathy and human expertise, we deliver better outcomes for our clients, claimants and each other. While our technology will continue to evolve, our commitment to elevating our people and amplifying their impact will always stay the same. This dedication not only guides us but helps us lead our industry forward.
To learn more about our human-first approach to innovation and how we’re transforming claims, click here.
