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Establish Standards with an AI Use Policy

  

AI opens the door to sharper insights, faster workflows and stronger member service delivery. It also calls for disciplined attention to data privacy, clear decision-making processes and accountability at every level.

A clear AI use policy gives important structure to that balance. It helps pool teams pursue innovation while protecting member trust. It defines how and when AI can be applied, what standards must be met and who oversees the process. Most importantly, it reinforces that technology should always serve human judgment — never replace it.

The Role of an AI Use Policy

With an AI use policy, pools set clear parameters for responsible AI use that protect members, uphold best practice standards and reduce the likelihood of unintended outcomes. An effective AI use policy offers practical direction so everyone knows how AI fits into the pool’s work and how they individually are authorized to use it.

Key Elements to Include

Each pool will tailor an AI use policy to its size, systems and structure, yet several components are universally important: 

  • Purpose and principles — Explain how AI supports the pool’s mission, values and service to members. Include guiding principles such as data integrity, confidentiality and maintaining human oversight.

  • Definitions — Clarify what qualifies as AI, automated decision-making or machine learning. This helps staff recognize when a system falls under the policy, including tools that bundle AI features by default, so they are evaluated and used appropriately. 

  • Permissible and non-permissible uses — Clearly identify which AI applications, business functions and data types are in scope and allowable uses. Addressing both AI tools and allowable data is important. Also be clear about AI uses that are not allowed and data that is prohibited to be used in AI systems. 

  • Decision-making authority — Specify who approves AI tools, determines permissible uses and sets the purposes for which AI may be deployed. Clarify how to escalate questions about AI use and who ensures compliance with relevant regulations and internal standards. 

  • Data governance — Describe how data used, generated or accessed by AI systems is sourced, secured, validated and retired. Address data ownership, retention, access and de-identification of member or other sensitive information when AI tools are involved. Again, be clear about data that may not be utilized within AI systems.  

  • Accountability — Identify who monitors AI outputs for validity and appropriateness. While some accountability will reside at a managerial or executive level, every person should remain responsible for their own AI outputs. 

Gain Staff Buy-In

A policy gains traction, and compliance strengthens, when team members understand its value and relevance. When staff feel informed and involved, they are more likely to follow guidelines consistently and avoid risky shortcuts.

To keep staff engaged throughout the process, consider: 

  • Educating first — Use relatable examples, such as how AI systems prioritize claims, produce loss-control analytics or automate document classification, to show how it supports efficiency and how responsible use protects member data. 

  • Inviting collaboration — Ask staff where AI could remove bottlenecks or help them serve members more effectively. Solicit feedback early and repeatedly, to keep pace with AI innovation. 

  • Connecting to the pool’s mission — Frame AI as a tool that enhances service, safeguards resources and advances member outcomes. Reinforce that human expertise remains central to decision-making. 

  • Creating ownership — Assign an internal workgroup or cross-functional committee to maintain and review the policy. Visible leadership engagement signals commitment and accountability.

An inclusive approach builds trust, supports consistent compliance and helps ensure the policy feels like a shared resource rather than a top-down mandate.

Put the AI Use Policy to Work

Mindful implementation turns policy from a document into daily practice. To embed an AI use policy effectively: 

  • Provide staff training on acceptable AI use case examples and ensure all staff have reviewed the policy. 

  • Store the policy in an easily accessible location for staff to access and reference (e.g., intranet). 

  • Plan for periodic review of the AI use policy to keep pace with changing technology, regulations and member expectations. Adjust provisions and practices as needed.

A Framework for Responsible Progress

AI enables pools to analyze information at scale, identify emerging risks faster and streamline work. It achieves its greatest value when guided by human intent and clarity about purpose. An AI use policy gives structure to innovation, protects member data and reinforces standards of fairness and transparency.

By grounding every technological advancement in purpose and integrity, pools can continue their long tradition of serving members responsibly — with smarter tools and stronger guardrails.

Contact us to learn more about developing an AI use policy for your pool. If you have an AI use policy to share as a useful example, let us know. 

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