Claims - the genesis for digital transformation and cultural change

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An insurance claim is the most vital interaction between insurer and insured. This is when the customer will need the insurer most. It is therefore imperative that insurers continually strive to improve the claims service they offer and increase the speed at which claims are resolved.

Automation is vital to this process, with artificial intelligence and machine learning now key elements of efforts to increase the speed and accuracy of claims payments.

However, the process to becoming a data driven, intelligence-led insurer and enhancing digital journeys for customers is a challenging one for insurers. As well as bringing new systems online effectively, the benefits must be communicated clearly to both claims handlers and clients if they are to succeed.

This spotlight focuses on the importance of digital skills within claims departments and how insurers can equip claims handlers with the skills they need to thrive in the digital age.

Topics covered:
• End-to-end self-service.
• Starting point for innovation.
• Automation support.