Claimant outcomes and distribution of delays: Which outcome | AIGP
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Claimant outcomes and distribution of delays: Which outcome should governance examine first?

AIGP Understanding How to Govern AI Development Easy

Governance should examine affected claimants' outcomes and delay distribution, not efficiency metrics alone.

The question

An insurer operating in the EU uses AI to prioritize claims and reports faster average processing. Early review shows that people with complex claims now wait longer. Which outcome should governance examine first?

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  1. Average processing time across every claim.
    The overall average may improve while a subgroup experiences materially worse delays.
  2. Claims processed per employee each month.
    This productivity measure does not show whether complex claimants receive timely and accurate service.
  3. Quarterly savings against the manual process.
    Savings demonstrate a business benefit but not fair, timely, or accurate treatment of claimants.
  4. Claimant outcomes and distribution of delays. ✓
    These measures show whether efficiency gains impose unequal or harmful burdens on affected claimants, which an overall average can conceal.
The trap
When a system improves an average, inspect subgroup outcomes and the burdens created by the improvement.

How to remember it

Governance should examine affected claimants' outcomes and delay distribution, not efficiency metrics alone.

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