How technology will inform the next phase of claims transformation

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Claims departments are no strangers to evolving software and technologies. Given that claims is the most critical customer-facing function for both the reputation and bottom line of an insurance business, you’d expect no less.

However, claims is still part of the wider organisation, therefore faces the same challenges. Inefficient legacy processes and systems, combined with silos of data and technology, are still common obstacles to frictionless operations. As a result, claims staff still spend more time than they should on manual tasks, such as handling data and documentation.

This report examines the results of a survey undertaken by Blue Prism and Intelligent Insurer in 2021, looking at how technology informs the strategic priorities of an insurance business and the changes claims departments expect to see moving into 2022.

Topics covered include:
• How automation is enabling change as part of the claims ecosystem.
• Why insurance companies need to take a strategic approach to intelligent automation.
• How Covid-19 has accelerated the need for digitisation.
• The key objectives and challenges to be addressed in 2022.