Signal Interface design lifted user acceptance of AI claims review to about 95 percent

Summary

McKinsey describes how interface design influenced acceptance of AI in insurance claims review. A property and casualty insurer added interactive visual features to its AI-assisted review workflow, including bounding boxes, highlighted passages, and automatic scrolling to relevant content. These features let reviewers see what the AI had flagged and why. The company reached roughly 95 percent user acceptance of the tool. Reviewers also reported markedly higher confidence in their assessments, suggesting that how AI output is presented can matter as much as the model itself.