Uncovering the Future of Claims Efficiency
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In our latest research report, we have collaborated with six thought leaders in the claims space to examine the future of claims. Their key takeaways are:
- The goal of transformation is to put the customer at the centre and make processes invisible
- Processes and experiences are to be tailored for different types of claims and customers, replacing the "one size fits all" approach
- Telematics and AI will enhance (not replace) human decision-making
- Before embarking on any initiative, establish a baseline and the ability to measure changes in customer experience and internal efficiency.
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Insurers are having to become more consumer-savvy, and the claims process is the public-facing front end of insurance. If your client or customer finds your claims experience slow, clunky or opaque, they may not be your customer for long.
Claims are evolving, and insurers need to take notice. This is particularly true in the SME market, in which firms have often been under-served and taken for granted. Moving forward, B2B consumers should begin to see a claims experience that is as nimble and flexible as what is seen in B2C propositions.
In our latest research report, we have collaborated with six thought leaders in the claims space to examine the future of claims. What we find is an industry in need of evolution, but that equally offers a huge opportunity for those insurance disruptors who choose to place customer expectations squarely at the heart of the claims experience.
Our panellists include
Amy Cooper
Vice President – Carrier Practice Sales at Gallagher Bassett
Simon Hickling
Chief Architect at Covéa Insurance
Tara Kelly
President & CEO at SPLICE Software Incorporated
Mario Riccò
Head of Group Claims at Generali
Jeffrey Ryan
Director Claims Innovation Design at Allstate
