Travelers expands AI claims assistant nationwide with OpenAI

Travelers has rolled out an AIpowered claims assistant across the United States after starting in eight states. The system, called AI Claim Assistant, uses OpenAI's Realtime API and frontier models to help customers file auto property damage claims by phone. The assistant guides callers through first notice of loss, answers policy questions, collects claim details, and submits the claim. According to the company, 85% to 90% of customers using the tool complete their filing through AI, helping Travelers handle periods of heavy demand more efficiently. Travelers said the tool is designed to provide 24/7 support without wait times, including during catastrophe events that can generate large volumes of claims. Human claims staff can then focus on more complex cases that require direct expertise.