Florida lawmakers have introduced a bill aiming to make sure that robots don’t make the call when insurance claims get denied. House Bill 527, brought forward by Representative Hillary Cassel on November 24, 2025, would require a real person—a qualified human professional—to make every claim denial in the state. The bill is set to start on July 1, 2026, if it becomes law.
The idea is simple: while computers and artificial intelligence can help review claims, they can’t be the only reason a claim gets turned down. Insurance companies in Florida, one of the biggest insurance markets in the U.S., would have to keep human judgment front and center when deciding if a claim should be denied.
The bill clearly spells out what kinds of automated tools it covers. It mentions algorithms—mathematical formulas to get results—as well as AI systems that make predictions or recommendations. It also includes machine learning systems, which are AI tools that learn on their own without being programmed for every scenario. None of these can be the sole factor in turning down a claim.
Before denying any claim or part of it, a qualified human must independently review the claim details and policy terms without just relying on what the automated system says. Even if one person has already looked it over, the reviewer must do their own proper check. This means insurance companies can’t just have a computer filter claims and then a quick human stamp of approval; the human has to really dig into it.
Insurers will also need to keep thorough paperwork showing who denied the claim, who reviewed it, and when. They must record all reasons behind each denial, including what information came from automated tools. This creates a clear trail regulators can audit.
When a company tells a customer their claim was denied, they have to name the person who made that decision. They also need to be clear that a computer system didn’t make the decision alone.
For companies using automated tools in their claim processes, the bill asks them to explain in their internal manuals how those systems work and how they follow these new rules.
The Office of Insurance Regulation will be responsible for checking that companies follow the law, and the Financial Services Commission can add further rules to support the bill.
For insurers who rely heavily on automation, this bill will require some changes. They will need to make sure human experts step in and carefully review claims rather than just pressing “approve” after an automated decision.
The bill hasn’t passed yet but signals a shift in the insurance world—from focusing mainly on working fast and cutting costs with automation to making sure there’s always human oversight and responsibility when claims are denied.