Practical AI in claims: how RDT is delivering real cost reduction for MGAs

Artificial intelligence has moved rapidly from industry buzzword to operational necessity in insurance claims. For MGAs the focus is no longer on experimentation or proof of concept, but on how AI can be applied practically to reduce claims handling costs while maintaining control, consistency and service quality.

At RDT, we work closely with MGAs to modernise claims operations through a single, AI-enabled workflow platform. What we consistently see is that the strongest return on investment comes not from deploying isolated AI tools, but from embedding intelligence directly into end-to-end claims processes.

This approach is already delivering measurable results. MGAs using RDT’s AI-enabled claims platform have achieved up to 85% faster settlement times and reductions in operating costs of up to 40–60%, with claims that previously took weeks now being resolved in days.

Document handling remains one of the largest sources of inefficiency in claims operations. FNOL submissions, engineering reports, invoices, estimates and correspondence still arrive in a wide range of formats, often requiring manual review, classification and rekeying.

RDT uses AI-driven document intelligence to automatically identify document types, extract key data fields and validate information at the point of ingestion. This significantly reduces manual effort while improving data quality from the earliest stage of a claim.

Crucially, this structured data is immediately available within the claims workflow. It can trigger routing decisions, validation checks and automated next steps, eliminating rework and enabling faster, more consistent processing across MGA operations. This early automation plays a significant role in the operating cost reductions reported by MGAs using RDT’s platform.

Manual claims triage can quickly become a bottleneck, particularly as claim volumes fluctuate or new schemes are onboarded. While experienced handlers play a vital role, relying solely on human judgement at intake limits scalability and consistency.

RDT’s platform applies AI-supported triage to assess claims based on severity, complexity, and policy parameters. Claims are automatically routed to the appropriate workflow, handler or third-party supplier, with low-complexity cases fast-tracked and higher-risk claims flagged for early intervention.

In practice, this has enabled MGAs to dramatically reduce claim cycle times. Claims that were previously open for two to three weeks are now commonly resolved within two to three days, without increasing headcount or compromising oversight.

Importantly for MGAs, these triage models are configurable. Scheme-specific rules, insurer requirements and partner arrangements can all be reflected without sacrificing central governance or control.

Claims leakage rarely results from a single issue. More often, it emerges through small inconsistencies – missed policy conditions, incomplete evidence checks, or variations in how guidelines are applied across teams and TPAs.

Rather than replacing human judgement, RDT embeds AI as a decision-support layer within the claims lifecycle. The platform validates coverage details, highlights missing documentation and surfaces AI-generated summaries to support effective handovers, enabling handlers to make better-informed decisions at the right time.

This human-in-the-loop approach allows MGAs to tighten financial control while maintaining confidence in decision-making across multiple schemes and capacity relationships.

Not every claim requires the same level of human involvement. Some claim types follow predictable paths and can be handled largely through automated workflows, provided exceptions are identified early and reliably.

RDT’s AI continuously monitors claims as they progress, surfacing only those cases that deviate from expected patterns. Routine claims can progress automatically, while handlers focus on exceptions, negotiations and customer outcomes.

This approach reduces overall handling costs while improving staff utilisation and job satisfaction – an increasingly important factor in a constrained talent market – and contributes to faster settlements and more consistent customer experiences.

One of the most common misconceptions about AI adoption is that it requires large-scale transformation. In reality, many MGAs achieve the strongest results by starting with high-friction processes such as document ingestion, triage and decision support, and expanding incrementally.

RDT’s platform is designed to support this modular approach. Each capability delivers standalone value while contributing to a scalable, end-to-end claims operating model.

By combining AI-driven document processing, automated triage, decision support and workflow orchestration within a single platform, RDT enables MGAs to reduce costs, improve consistency and scale efficiently – without the complexity of managing multiple disconnected systems.

AI is no longer a future concept in claims. When applied pragmatically and embedded within controlled workflows, it is delivering real operational and financial benefits today.

To understand how AI-led claims automation can deliver measurable cost savings in your claims operation, RDT works with MGAs to identify high-friction processes and embed automation within a single, controlled claims workflow.

Find out more about RDT’s AI-enabled claims platform and how it supports MGA operating models.