Use AI to take manual work off and let adjusters actually talk to people
EP.03with Michelle Raue
Michelle Raue on why reaching the claimant before the plaintiff attorney does is the whole game — and how AI should buy adjusters back the time to do it.
If you can reach the claimant before the plaintiff attorney does, you have a fighting chance. That is the through-line of Michelle Raue's career in claims, and it shapes how she thinks about everything from caseload management to AI adoption.
Michelle is Founder and Advisor at Raue Strategic Advisory. She has held Chief Claims Officer roles at several carriers, from regional to tier-one national, and was instrumental in building the claims organization for a national rideshare company. Today she advises claims organizations and insurtechs on operations, technology, and vendor strategy.
During the conversation, Michelle pointed out that the plaintiff bar has industrialized. It is a full pipeline system with intake technology, marketing infrastructure, and a simple message directed at every injured claimant. Casualty has become the most consequential line right now, and claims organizations are struggling to keep pace.
When Michelle started in claims, there was a metric. Within five days of opening a file, you sat down with the claimant in person. That standard disappeared as file volumes grew and technology took over more of the handoff. Human contact eroded, and the plaintiff bar moved into that space.
Her position on AI is specific. Technology should take manual labor off claims professionals, so they have the capacity to actually contact people. If that freed-up time goes toward outreach, it changes the dynamic. If it goes toward cutting the team, the contact problem gets worse. People do not sue their doctor if they like them. An adjuster who reaches the claimant first, explains the process, and listens has a real shot at keeping the claim out of litigation.
She still has a thank-you note from a claimant she was pursuing for subrogation. The man had no insurance and owed money. He sent the note because she called him, told him what was coming, and set up a payment plan. He was grateful she treated him like a person.
Outside of insurance, Michelle is a Cubs fan. Baseball is a family activity, and she goes to games quite often.
About Claims Conversations
Claims Conversations is an interview series hosted by amaise General Manager Scott Francis. Each episode is a 10-minute, on-the-record conversation with a VP, Director, or Head of Claims about one specific thing that is working in their shop.
Previous episodes
EP. 01 — Dale Diamond, VP of Claims, NAMIC Insurance: "How mid-sized carriers punch above their weight on severity."
EP. 02 — Mark Konerman, Director of Claims: "Resolving complex injury files before they escalate."
Be a guest
If your team has changed something that moved severity, cycle time, or BI outcomes in the last 12 months, email scott.francis@amaise.com.