Page 75 - IMDR Journal 2025
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Research Article
            Section C Perceptions of AI-Driven Claims Processing  11. Have you ever experienced a claim rejection without
            8. How would you rate the efficiency of AI-driven claims   a clear explanation? Yes, No.
            processing  compared  to  traditional  methods?  Much
            Better, Slightly Better, Neutral, Slightly Worse, Much
            Worse.











            9.  Do  you  trust  the  decisions  made  by AI  systems  in   12.  What  challenges  have  you  faced  with  AI-driven
            claims processing? Yes, No, Neutral.              claims  processing?  (Select  all  that  apply)  Lack  of
                                                              transparency,  Bias  in  decision-making,  Impersonal
                                                              interactions, Technical glitches, Other.












                                                                         Section D: Preferences and Suggestions
            10. Do you feel that AI systems are fair in evaluating   13. Would you prefer a hybrid model where AI handles
            claims? Yes, No, Neutral.                         initial  processing,  but  humans  review  complex  cases?
                                                              Yes, No, Neutral.











                                                              14. What improvements would you suggest for AI-driven
                                                              claims processing? (Open-ended).



























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