Sedgwick optimizes claim workflows with AI application Sidekick and Microsoft integration

Integration of generative and agentic AI capabilities and decades of claims experience signifies future of the industry

MEMPHIS, Tenn., April 29, 2025 /PRNewswire/ -- Sedgwick, the world's leading risk and claims administration partner, has launched a new evolution of its proprietary tool through an ongoing technology collaboration with Microsoft, using Azure OpenAI Service and Azure AI Document Intelligence. The tool, known as Sidekick Agent, is set to continue transforming the claims administration process by integrating generative AI, agentic AI orchestration and data science into Sedgwick's global claims management systems.

"Enhancing and evolving Sidekick Agent to support clients and the needs of their customers and policyholders around the globe reinforces our position as the claim industry leader in leveraging AI," said Mike Arbour, CEO at Sedgwick. "The foundational pillars of our technology strategy — unparalleled AI advancements, more than 50 years of real-world expertise and the industry's richest data set — ensure our colleagues have the innovative tools needed to provide thoughtful, results-oriented solutions and address real-world challenges."

While the claims process has evolved incrementally over time, examiners' workflows have remained largely unchanged. Sedgwick is driving a transformative shift forward with the introduction of Sidekick Agent, a new suite of agentic AI insights and capabilities providing real-time guidance to claims professionals at the desk level. Sidekick Agent promotes understanding of data science models, analytics around claim durations and reserves, and guidance into key next steps of the claim life cycle. It introduces efficiencies that streamline decision-making and lead to optimal claimant experiences, cost-effectiveness and claim outcomes.

"Thanks to our collaboration with Microsoft in developing Sidekick Agent, our colleagues can now devote their time to material and higher-level tasks that make a meaningful difference in the claims process," said Leah Cooper, Global Chief Digital Officer at Sedgwick. "This latest advancement in GenAI provides real-time insights, mirrors the expertise of our stellar claims professionals, and further cements our position as the world's premier claims administration partner."    

Sidekick Agent has been integrated into the workflows and user interfaces of Sedgwick's proprietary systems — giving examiners rapid claim insights, understanding of the day's top priorities and forecasts of anticipated trajectories. This integration of Microsoft's generative AI services, on the back of Sedgwick's previous integration of Sidekick with ChatGPT technology, positions Agent as a key resource for claims professionals in responding to client requests and needs at a time when speed and efficiency are top priorities.

"Our collaboration with Sedgwick on Sidekick Agent showcases how generative AI can integrate with industry expertise to create smarter, more efficient tools for professionals," said Bill Borden, Corporate Vice President, Worldwide Financial Services at Microsoft. "Combining Microsoft Azure OpenAI Service, Azure AI Document Intelligence, and Sedgwick's knowledge base streamlines processes and sets a new precedent for AI-driven advancements in claims and risk management." 

A key aspect of Sidekick Agent, powered by agentic AI, is enhanced quality assurance, which is vital for ensuring consistency and compliance in the claims process. Further, as the insurance and risk management industry grapples with talent shortages, knowledge gaps and the retirement of seasoned experts, Sidekick is positioned to attract and support the next generation of claims professionals with real-time, AI-driven guidance that will prepare them for long-term success.

Sidekick integrates with the Microsoft Azure OpenAI Service to support and enhance Sedgwick's established claim management tools, as well as redefine claims processing by delivering unmatched efficiency and insights to claims professionals, claimants and clients.

About Sedgwick
Sedgwick is the world's leading risk and claims administration partner, helping clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. Sedgwick's majority shareholder is The Carlyle Group; Stone Point Capital LLC, Altas Partners, CDPQ, Onex and other management investors are minority shareholders. For more, see sedgwick.com.

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SOURCE Sedgwick Claims Management Services, Inc.