Digital claims processing offers significant benefits for personal lines insurers and their customers. But, while there’s been a seismic shift in the use of digital services as a result of the pandemic, most insurance customers still face a hotchpotch of online and offline support when they submit a claim.
Just how unusual a fully digital claims journey is can be seen in the results of The Digital Claims Survey conducted by Post, in association with 360Globalnet. When asked about their digital claims capabilities, just 13.3% of respondents said they could settle simple claims without human involvement.
Based on feedback from frontline claims specialists, this spotlight provides analysis of the survey results and how the industry is progressing when it comes to modernising traditional claims processes.
Topics covered include:
• Covid-19 and changing consumer attitudes towards digital claims.
• Challenges to fully digitising the claims process.
• How much human intervention is currently required to manage claim?
• Adoption of eFNOL.
• Digital claims innovations across the market.