Travelers Deploys AI Claims Assistant Nationwide After Eight-State Pilot
Travelers’ claims CIO Erik Roen argues that putting an AI assistant into first notice of loss required changing the operating model around claims, not just adding a model to a call flow. In a conversation with OpenAI chief revenue officer Denise Dresser, Roen says the insurer moved from an eight-state pilot to countrywide deployment by pairing OpenAI’s technology with cross-functional business ownership, continuous evaluations, near-real-time monitoring and fail-safes for a workflow that helps customers decide whether and how to file a claim.
OpenAI·Jun 1, 2026·10 min read
