ACC uses AI to help with injury claims, but humans still decide
In plain words
New Zealand's ACC runs four AI tools in its claims pipeline. Staff make every final call.
Still a trial: AI helps with claims; humans keep the final say.
Source: businessdesk.co.nz ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Pick one case type with lots of paperwork (e.g. warranty claims, incident reports).
- 2
Write a standard summary template your staff want to see.
- 3
Use the prompt below to turn each file bundle into that summary.
- 4
Staff read the summary, check the source docs and decide.
- 5
Log time per case before and after for a month.
The instructions to give the AI
Paste this into ChatGPT (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
Agent instructions (prompt)
Prepare a case summary for a human decision-maker at [business]. Do not make the decision. From the documents: 1) timeline of events, 2) key facts with document references, 3) inconsistencies or missing documents, 4) relevant policy sections: [paste], 5) questions the decision-maker should ask. Documents: [paste]
[Highlighted] = replace with your own details before you run it.
What you should get back: A neutral case file: timeline, key facts with page refs, open questions — no decision made.
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Custom / in-house
You could use: ChatGPT (or Claude) with document upload; a human makes every decision
- ChatGPT
General AI assistant: writes, summarises and answers from files you give it.
Free plan; paid plans available · Official site ↗
- Claude
AI assistant for writing, analysis and long documents; can connect to your tools.
Free plan; Pro $20/mo (monthly) · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A ChatGPT or Claude account
- ☐Your own documents, templates or examples
- ☐The agent instructions (prompt)
- ☐A habit of checking every output before you use it
Can I do this myself?
Yes. You can try this today with a chat assistant and your own files.
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