In insurance claims, value is shifting from performing isolated tasks toward orchestrating the ecosystem that connects workflow, data, and decisions. This matters now because AI can accelerate individual steps while making an already fragmented end-to-end journey harder to understand and govern.
L.E.K. says the assembly-line claims model has reached limits as fragmentation creates friction, uneven customer experience, and weak indemnity control. The report places coordination across vendors and systems at the center of the next operating model. The mechanism is an orchestration layer that carries case context across specialist handoffs, assigns ownership, coordinates decisions, and records exceptions without erasing the systems that perform each task.
Claims leaders should measure cycle time, leakage, customer outcomes, exceptions, and handoff quality across the whole case rather than one vendor task. The evidence is L.E.K.'s sector analysis and does not independently prove that one orchestration design will outperform across insurers. Watch whether carriers publish audited results that connect orchestration changes with better claims outcomes and clearer accountability. The source itself is the official presentation or report PDF: view the presentation.