Insurance Commissioner Adds AI Tool
Technology may have been partly responsible for the data breach that may have exposed more than 460,000 Montanans financial and health information, and technology may be part of the answer to keeping compromised information safe, according to the Montana Commissioner of Securities and Insurance.
In response to a massive information breach by Montana Blue Cross-Blue Shield, announced publicly last month, Montana Commissioner of Securities and Insurance James Brown has implemented an artificial intelligence tool to help residents navigate protecting their data. Brown said its the first-of-its-kind solution implemented in response to a case like this.
Montana Blue Cross-Blue Shield announced last month one of its vendors had a data breach that lasted for several months, and could have opened up financial information and medical records for anyone who uses it. Montana BCBS is the largest insurance carrier in the state.
Brown’s office said that with that many people affected, and with a range of concerns, the AI tool on the website can help pare down the options and assist residents. If Montanans still need help, they can contact the office. But, the AI tool can also help direct residents to staff members or service providers who can help with specific problems related to the breach.
A spokesperson for the office told the Daily Montanan the agency took steps to make sure that the AI assistant is designed not to become a technology breach of its own.
“The AI assistant is not connected to any sensitive database or systems that contain personal information. It’s designed strictly to provide guidance and resources, not to store or process private data,” spokesman Tyler Newcombe said. “All interaction are encrypted, monitored for security; and run with state-approved platforms that comply with privacy standards.”
In addition to updating the site with new information as it becomes available — the company informed the Commissioner’s office in October, months after the breach was discovered and closed in February — the AI tool allows customers to get helped at any time of the day, not just when the office is staffed.
Brown’s office said the AI-powered tool helps directly answer questions about the data breach, understanding rights, and steps to take to safeguard data. The office is asking that residents don’t share their personally identifying information. “The assistant is there to walk people through the next steps — for example, how to freeze credit, monitor for identity theft or file an insurance claim — but it doesn’t require or request personal data,” Newcombe said. “If a case requires that level of detail, the AI will escalate the issue directly to a trained staff member.”
Staff members also said AI can help the small staff recognize unattended issues.
“AI allows us to triage questions, identify patterns and route complete cases to staff freeing our team to focus on those who need one-on-one assistance,” Newcombe said.
“This is about taking swift action and setting a standard,” Brown said. “When Montanans are affected, we move fast. Our mission is to protect them—and this new technology helps us do that in real time.”
In addition to the announcement about the breach, several residents have filed a class-action lawsuit over the breach as well.
For more information or to connect with the AI assistance portal, visit the commissioner’s website at csimt. gov.
