Already to a large extent today, and for up to 90 percent of all claims within the coming years. AI can predict repair costs, analyze damage images and vehicle data, automatically process documents, recommend the optimal process step, and independently trigger follow-up processes such as workshop booking or appraisal commissioning. Customer communication can also be automated, in writing via email or by phone through voice-controlled systems. For standard claims with clear damage profiles, processing already runs fully automatically, known as straight-through processing.

The key factor is the type of damage: a parking dent, hail damage, or a typical rear-end collision can be reliably assessed algorithmically. With a growing data foundation, better models, and multimodal processing of text, image, and speech, the share of automatable cases will continue to rise. Human decision-making remains relevant where liability questions, contradictory statements, or entirely new damage patterns arise. For everything else, AI is becoming the standard.