A critical investigation into the potential impact of artificial intelligence adoption in health insurance’s claims processing performance: The case of health insurance companies in Harare

Abstract

The study investigated the impact of artificial intelligence adoption in the health insurance claims processing performance. The technology has remarkable benefits in many other industries like automobile and the healthcare imaging and diagnosis systems. Health insurance can also benefit from such technologies. Factors that may influence the Artificial Intelligence (AI) adoption in the health insurance industry were identified as; level of AI appreciation and awareness, the industry’s AI adoption preparedness, AI skills and talent management ability, AI strategies alignment to overall business strategies and the ability to mitigate the negative effects of AI barriers to its adoption. A quantitative research methodology was used to seek the industry’s views and perception on the AI adoption effects on the health insurance claims processing performance. The research employed a survey strategy to solicit answers to the research questions that were collected using a structured questionnaire. The study targeted 150 respondents and 108 out of the target participated giving a 72% response rate. The research findings showed that the industry is aware and appreciative of the AI technology effects on the claims processing performance and its level of technological preparedness is somewhat adequate. There is need however, to properly align AI initiatives with the overall business strategies by making sure all initiatives answer the organisational needs and goals thus AI benefit the industry. Barriers like fear for being replaced by technology is one of the problems that might affect the successful AI technology adoption. To help and encourage corporates invest more in AI technologies the government is encouraged to develop national policies that incentivises innovative companies as far as AI is concerned. Also, management can have company policies that encourage their workforce to advance in equipping themselves with the requisite AI knowledge and skills to maximise its benefit.