The Imitation Game and the Future of Claims Modernization: The Humanomation® Revolution

This weekend I watched The Imitation Game—the 2014 film where Benedict Cumberbatch plays Alan Turing, the British mathematician, widely considered a father of artificial intelligence, and whose work on the Enigma project helped to end WWII. What has stuck with me is the central question Turing posed: Can machines think like humans?

Fast forward to today, and that question feels more relevant than ever, especially in industries like insurance. The question isn’t just can machines think like humans—it’s should they? And perhaps more importantly, how can we use technology to support, rather than replace, human connection in critical processes like claims?

At Benekiva, we believe the future of claims modernization isn’t about choosing between human empathy and technological efficiency—it’s about blending them. Our concept of Humanomation® strikes that balance by automating simple, repetitive tasks while routing complex claims to associates who can provide the compassionate, personalized service that claimants deserve. But here’s the key: AI’s potential in claims processing is entirely dependent on a carrier’s digital readiness. Without modern systems and efficient workflows, even the smartest AI won’t make a meaningful impact.

From the Turing Test to Digital Preparedness

Turing’s Imitation Game was designed to test whether machines could mimic human responses so convincingly that people couldn’t tell the difference. Today, AI has made impressive strides in areas like natural language processing, fraud detection, and decision-making. But in the insurance industry, the acute question isn’t whether AI can perform—it’s whether carriers are prepared to implement it effectively to maximize its impact.

Can AI become so convincing that a claimant can’t tell the difference? Maybe someday. But carriers won’t get there until they digitize legacy systems and create efficiencies in their processes. Without the foundational infrastructure to support AI, its potential remains out of reach.

What Is Humanomation®?

For Benekiva, our concept of Humanomation® is about creating a flexible, omnichannel experience where claimants choose how and when they engage with their carrier. Whether a claimant prefers digital interactions, phone calls, or one-on-one assistance, Benekiva’s Humanomation® supports it all.

But perhaps more importantly, Humanomation® establishes smart workflows that route claims based on complexity:

• Automate the Routine: Simple claims are processed without human intervention.
• Route for Empathy: Complex claims are flagged and routed to associates who can provide the personalized, empathetic service these situations demand. They can do so because mundane tasks and manual processes no longer burden them
• Eliminate Friction for Claimants: No unnecessary paperwork, no long wait times. Humanomation® ensures a seamless experience that delivers what claimants need—quickly and efficiently.

Example: One of our life insurance partners processed a claim 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 Humanomation® delivers, freeing up associates to focus on cases that require a more human touch.

Digital Preparedness: The Foundation for AI Success

While AI is reshaping industries, its success in claims processing is directly tied to a carrier’s digital preparedness. Without modern systems, data access, and streamlined workflows, AI can’t function effectively. This isn’t just about adopting new technology—it’s about building a modern, flexible infrastructure that supports continuous innovation and allows carriers to test and optimize emerging technologies like AI.

At Benekiva, we’ve designed a rules-based, workflow-driven automation platform that ensures carriers are ready to:

• Seamlessly integrate AI and emerging technologies without overhauling legacy systems.
• Test and optimize different technologies to find the best fit for their unique claims processes.
• Reduce IT burdens with a cloud-native, API-first, SOC 2-compliant platform that scales with evolving needs.

AI’s potential is limitless—but only if the systems supporting it are ready. Digital preparedness is the foundation that unlocks AI’s true power.

Humanomation® and the Future of Claims Modernization

The insurance industry is on the brink of a major transformation. Over the next few years, we’ll see:

• AI enabling no-touch claims that process automatically, without manual intervention.
• Predictive analytics optimizing fraud detection, risk assessment, and claims decisioning.
• Cloud-based, digital-first systems becoming the industry standard.

But even as technology advances, the human element remains irreplaceable. Claims are often filed during life’s most challenging moments, and while automation can speed up the process, empathy is what truly defines the claimant experience.

Turing asked whether machines could think like humans. At Benekiva, we’re asking something different: Can technology create the efficiencies needed to ensure that human connections happen where they matter most? With Humanomation®, the answer is a resounding yes.

Ready to future-proof your claims process?

Discover how Benekiva’s Humanomation® approach is helping carriers achieve digital preparedness and transform the claims experience – contact@benekiva.com or go to www.benekiva.com to learn more.