We were struck this week when the Wall Street Journal reported that Allstate, a major insurance company, had largely handed over the task of writing claims emails over to an AI system. The WSJ’s source wasn’t remotely controversial; it was Allstate’s own chief information officer, Zulfi Jeevanjee. “The claim agent still looks at them just to make sure they’re accurate, but they’re not writing them anymore,” Jeevanjee enthused to the newspaper. “When these emails used to go out, even though we had standards and so on, they would include a lot of insurance jargon,” he continued. “They weren’t very empathetic… Claims agents would get frustrated, and so it wasn’t necessarily great communication.” It was a fascinating story about the incursion of AI into yet another industry, so we ran a quick blog on it and moved onto other things. But then we got a genuinely bizarre email from someone on Allstate’s media relations team, claiming the WSJ’s reporting was flawed and that the newspaper was on the verge of taking it down. “I’m currently working with the Wall Street Journal to have it updated/removed due to the high number of inaccuracies,” the Allstate spokesperson told us, demanding that we delete our blog entirely. For obvious reasons, that’s a ridiculous request. We told the spokesperson that we’d be happy to update the piece with additional comment from Allstate, but that we wouldn’t change our factual claims unless the WSJ did. Later on, the WSJ did add a correction to its story — but only on two obscure points,…Allstate Is Demanding That We Delete These Quotes by Its Exec About Using How It's Using AI to Write Insurance Emails