I still feel AI , machine learning was not used by CSR while estimating the claim. If a customer interact with CSR for approximate claim amount for her case. currently CSR can share fixed amounts that were declared during policy time. its not based on real time data. If AI helps CSR in estimating the claim for medical emergencies it will be helpful. currently doctors are giving estimations before the medical surgeries. If a AI tool based analysis is used for claims it will be helpful for both doctors , insurance writers  and CSR.  AI can do wonders in areas of claim estimations based on past data and machine learning capabilities.