Beyond the Estimate: How AI is Humanizing the Claims Experience with Bill Brower

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Dec 10, 2025

Bill Brower, Senior VP at Solera North America Claims, shares insights from his 35-year career in insurance. He discusses the transformative power of AI in the claims process, emphasizing its potential for instant payouts and customer-friendly experiences. Bill highlights the cultural barriers to technology adoption, advocating for a test-and-learn mindset. He predicts that by 2030, most claims will be handled virtually, dramatically reducing response times. A must-listen for those navigating the future of claims automation!

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INSIGHT

Technology Is Ready; Culture Isn't

AI and software have matured enough to accurately estimate repair costs and total-loss decisions at scale.
Culture change, not technology, is the main barrier to adoption in claims operations.

ADVICE

Adopt A Test-And-Learn Mindset

Adopt a test-and-learn mindset to iterate AI capabilities quickly and safely.
Accept some failure early to balance speed, accuracy, and empathy in claims processes.

ANECDOTE

Body Shops Gained Revenue With AI Estimating

Bill describes body shops using AI-powered estimating so customers leave with an estimate and scheduled repair.
Those shops saw increased revenue, faster cycle times, and better customer service.

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We're coming to you LIVE from ITC! In this episode of Risk Management: Brick by Brick, host Jason Reichl sits down with Bill Brower, Senior Vice President of Claims for Solera, to discuss the radical transformation of the claims process. With over 35 years in the industry—ranging from his father's body shop to executive roles at Nationwide and Liberty Mutual—Bill offers a masterclass in how technology is making the claims process more customer-friendly.

Bill dives into the mechanics of AI-powered estimating, the shift toward instant digital payouts, and why the biggest barrier to innovation isn't the software, but the culture of legacy processes. Discover why Bill believes AI makes claims professionals "superhuman" and what a truly seamless, virtual claim journey will look like by 2030.

Whether you're a young professional entering the industry or a carrier rethinking your digital strategy, this conversation highlights why test-and-learn mindsets are essential for survival in a digital-first world.

To find out how TrustLayer manages risk so that people can build the physical world around us, head to TrustLayer.io.

Podcast Host: Jason Reichl

Executive Producer: Don Halliwell

Episode Highlights:

00:54 - Meet Bill Brower: From the Shop Floor to Global Claims Leadership
01:28 - Instant Payouts & Smarter Decisions: Defining the Future of Claims
02:23 - Why Now? How Perfected Software is Finally Meeting Industry Needs
03:16 - The Superhuman Claims Professional: AI as an Efficiency Tool
04:00 - Test and Learn: Balancing Speed, Accuracy, and Empathy
05:05 - Real-World Impact: How Body Shops are Leveraging AI to Eliminate Bottlenecks
07:14 - Distinguishing Buzz from Reality: The Importance of Robust Data Sets
08:40 - Transparency in AI: Should Customers Know it's Machine-Driven?
10:01 - Predictions for 2030: Virtual Handling and the 24-Hour Claim
12:09 - Standardizing the Industry: The Role of SECA in Data Quality
14:07 - Advice for the Next Generation: Adopting Automation as a Career Differentiator

Episode Resources:

Bill Brower’s LinkedIn: https://www.linkedin.com/in/bill-brower-mba-9426b51
Solera: https://www.linkedin.com/company/solera
TrustLayer: https://www.trustlayer.io

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