05.19.26

Building Out AI on a Broad Scale: New York Life Seeks Advances While Avoiding Downsides

by: Terrance Dopp

New York Life Insurance Company is expanding its use of AI across the organization while trying to balance innovation with risk control, according to an interview with executive Alain Karaoglan. The insurer has rolled out enterprise ChatGPT access to all 12,500 employees and agents, aiming to encourage experimentation while developing targeted AI applications in areas where efficiency gains are clearer. One example is in claims processing, where AI tools like “ClaimGenie” are helping draft complex claims rejection letters that previously took several hours, cutting preparation time by as much as two-thirds. The company is also exploring broader process redesign in areas such as group benefits, where large volumes of employer data create opportunities for automation but also risk human error.

Read the full article on BestWire