Faye Travel Insurance

Daniel Green

Claimless Insurance Visionary

For decades, the basic mechanics of insurance claims have remained remarkably consistent. Something goes wrong. The customer reports it. They fill out forms, find receipts and supporting documents, submit their documentation and wait.

AI gives us an opportunity to reimagine this entire sequence.

Much of the conversation about AI today focuses on efficiency. How many processes can we automate? How much more can an employee accomplish? How much faster can a company operate? Those are important questions, particularly in insurance, where many processes remain heavily manual. But focusing exclusively on efficiency misses the bigger opportunity. AI will fundamentally change what an insurance product does for the person who bought it and insurance companies need to be ready.

AI in the hands of the consumer and the enterprise

Much of the conversation around AI considers the enterprise use case, with companies as both the gatekeepers and providers of AI. That model is changing as consumer AI tools rapidly become mainstream.

We’re moving toward a world where consumers of all levels of technical proficiency can use powerful AI tools to interact with businesses. These agents won’t necessarily need an API or specialized interface. They’ll use phone, email or whatever channel is available to interact with companies, systems and staff.

Whatever industry you’re in, if customers need to initiate a process with you, especially one involving a form, within a few years their agents may be doing the work instead. The question is whether your systems and your human and AI staff, will be ready to talk to them.

Insurance: a shift from reactive protection to proactive care

The real transformation is moving insurance from reacting to a claim notification to proactively detecting or anticipating a problem and providing a benefit or solution quickly.

Consider a traveler whose flight is canceled. An insurer connected to real-time travel data can already know about the cancellation. AI can help determine what coverage applies, verify information and, when appropriate, approve compensation. Payment’s technology can then put that money into the traveler’s hands within minutes, while the trip is still underway.

 AI should not be about removing humans from insurance. It should be about removing friction so humans can focus on the moments where they are needed most. 

“Claimless” doesn’t mean claims disappear. It means much of the work traditionally associated with filing one can happen automatically behind the scenes.

At Faye, AI and other technology already automatically handle 30% to 40% of claims and we expect that figure to surpass 50% by the end of the year, with 75% of claims completed on first touch. But there is an important boundary to autonomy. Technology can accelerate approvals that benefit customers, while matters requiring complex judgment or humanity remain with people.

That distinction matters. AI should not be about removing humans from insurance. It should be about removing friction so humans can focus on the moments where they are needed most.

What this means technically

AI is not going to be a single model making a decision. It will be a constantly evolving pipeline of data processing, decisionmaking and information routing. In travel, that means consuming real-time feeds from sources like weather and airlines, combining them with information and documentation received from customers and processing it all together.

Some of the most critical engineering work happens in the plumbing before anything ever gets to the AI. Agent identity, consent and fraud detection become core infrastructure before you even decide on the outcome of a claim.

AI for growth, not just efficiency

The infrastructure behind this transformation should do more than make existing processes faster. Automating repetitive work and helping teams accomplish more are valuable, but efficiency is only the starting point. The bigger question is: What can we now build that we could not build before?

In insurance, AI can help teams learn from claims outcomes and changing risk patterns, refine underwriting and simulate risk scenarios. It can also accelerate the development of products tailored to the customers of a particular airline, travel agency or digital platform. The opportunity is not simply to lower the cost of doing business, but to expand the range of customer needs a business can serve.

Product innovation should also mean more than bringing a new policy to market faster. It should change what happens when the person who bought that policy needs to use it.

For claims, the opportunity is not simply to process the same claims faster, but to build products that ask less of the people they protect. Whether an insurer detects a covered event itself or responds to a customer’s AI agent, the goal should be the same: deliver help without making the customer manage the process.

For technology leaders, that means building trusted systems behind that experience, with human judgment and care where they matter most. That’s the promise of claimless insurance: when something goes wrong, getting help should not become another problem to solve.