The Future of Claims Modernization: The Humanomation? Revolution

Recently, I had the privilege of joining Helen Yu on the CXO Spice podcast to discuss claims modernization and Humanomation?—a concept that blends automation with human empathy to transform the insurance industry.

Helen is a respected voice in digital transformation, and her podcast gives leaders a platform to share real-world innovation strategies. Our conversation reinforced a key truth:

“Claims transformation isn’t just about automation—it’s about rethinking the entire process with a claimant-first mindset.”

For decades, the industry has focused on process efficiency while neglecting the human experience. But claims aren’t just transactions; they are moments that define an insurer’s promise to its customers. That’s why modernization efforts must strike a balance between speed, automation, and compassion—and that’s exactly what we’re doing at Benekiva.

Why I Built Benekiva: Solving a Broken Experience

I didn’t start my career in insurtech. I was a financial advisor, managing claims for clients across multiple carriers. What I saw was frustrating—outdated, manual processes that created stress for both claimants and claims staff.

• Policyholders faced delays, paperwork, and frustration.
• Claims staff were buried in repetitive tasks.
• Carriers struggled with inefficiencies, compliance risks, and outdated systems.

I spent three and a half years researching the root problems before launching Benekiva. The goal was clear: create a modern claims experience that benefits both carriers and claimants—without disrupting existing operations.

Claims Modernization: More Than Just Automation

The insurance industry exists for one primary reason: to pay claims. But traditional claims systems weren’t built for speed or claimant satisfaction—they were built for internal processes. That needs to change.

Enter Humanomation?: The New Standard in Claims Processing

Humanomation? is about automating where it makes sense and empowering human interaction where it matters. Here’s how it works:

• Automate the simple stuff: Pet insurance, dental, and small-dollar claims should be processed instantly—without human involvement.
• Empower humans where needed: Death claims, long-term care, and disability require a human touch. The system removes repetitive work, freeing claims staff to focus on high-value interactions.
• Eliminate claimant frustration: No unnecessary paperwork. No long wait times. Just a seamless digital experience that gets claimants what they need, when they need it.

Example: A life claim was processed at 10:38 PM, and by 10:39 PM, the beneficiary received a text notification that their funds were on the way. That’s the kind of transformation we’re delivering.

Why CIOs & CTOs Are Driving Claims Transformation

I’ll be honest—I initially assumed that IT leaders would resist modernization efforts. I was wrong.

CIOs and CTOs understand that legacy systems are a liability. They want solutions that:

• Integrate seamlessly with existing systems—not rip-and-replace.
• Reduce IT maintenance burdens—not create more complexity.
• Leverage APIs for flexibility—not lock them into rigid, outdated workflows.

That’s exactly what we built with Benekiva:

A cloud-native, API-first, SOC 2-compliant platform that modernizes claims without disrupting operations.

Data, AI, and the Future of Claims Decisioning

The next frontier in claims transformation is data-driven automation. Carriers sit on mountains of data—but most aren’t using it effectively.

• LexisNexis & reinsurer integrations: Pair historical claims data with real-time insights to improve risk assessment.
• AI-driven fraud detection: Identify suspicious patterns before they become payouts.
• Predictive decisioning: Use past data to optimize workflows, reducing manual intervention.

This isn’t just about efficiency—it’s about making smarter, faster claims decisions that reduce costs and improve outcomes.

Reimagining the Claims Experience for the Digital Age

Insurance customers expect a modern experience. They don’t want to fax paperwork, wait weeks for approvals, or call for claim updates.

• Mobile-first, cloud-native design: Claims can be initiated, tracked, and approved from anywhere, anytime, on any device.
• Automated notifications: Keep claimants informed at every step—no more guessing.
• Seamless payments: Funds are deposited within 48 hours of approval, not weeks later.

Example: One of our carrier partners processed a claim while the adjuster was at their kid’s baseball game. That’s the flexibility claims staff need—and claimants expect.

What’s Next: AI, Automation & the No-Touch Claim

The insurance industry is on the verge of a major shift. Over the next 3-5 years, we’ll see:

• AI enabling instant, no-touch claims.
• Predictive analytics optimizing risk & fraud detection.
• Carriers fully embracing cloud-based, digital-first systems.

Imagine a world where claimants don’t even have to file claims manually. Instead, they get a notification:

“Your claim has been processed. Funds will be deposited within 48 hours.”

That’s not science fiction—that’s where we’re headed.

The Industry Needs Humanomation?

• Automate the routine.
• Empower claims staff for complex cases.
• Leverage data for smarter, faster decisions.

Modernization isn’t just about digitizing old processes—it’s about reimagining claims from the ground up. Carriers that embrace Humanomation? will lead the industry in the next decade. The ones that don’t? They’ll struggle to keep up.

About Benekiva

Benekiva is the leading claims and servicing automation platform, built to help carriers modernize operations, improve claimant experiences, and drive digital transformation without disrupting existing workflows. Our cloud-native, no-code solution empowers insurers to deliver on their promise—faster and with greater empathy.

By Brent Williams

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