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 ITL On Demand is a webinar program focused on important opportunities for innovation in risk management and insurance. Moderated by ITL Editor-in-Chief Paul Carroll, the webinars draw on experts from across the industry, from promising startups to the largest incumbents. Hot-button topics include blockchain, AI, telematics and IoT — and their potential to slash costs while opening new markets for companies across the insurance ecosystem.

Can P&C Grow Despite Mounting Global Risks? Global Insurance Forum Experts Series: An Interview with Joshua Landau Global Insurance Forum Experts Series: An Interview with Ken Mungan Global Insurance Forum Experts Series: An Interview with Olav Cuiper Turning Underwriting Inside Out


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ITL Focus: Claims

This Month's Focus Topic 


In the going on 10 years that I've been editing ITL, there have been two truisms about claims.

First is that claims are "the moment of truth" for insurers. That's certainly true, and, taking that notion to heart, insurers have made real progress. They've made it easier for insureds to report claims -- via app, sending in their own pictures rather than waiting for an adjuster, and so on. They've used new technologies, such as drones to survey damage after a storm, and have become much better at triage so they respond faster to the situations that are the most important and most urgent. Many have institutionalized compassion, for instance by quickly providing money to people forced out of their homes in a major storm, rather than making them wait for a full inspection and settlement. I could go on.

The second truism, which has taken its full form more recently, is that the industry needs to get to straight-through processing. It's certainly worth heading in that direction. You can already see the benefits that have come from those apps for reporting claims, submitting photos of damage, etc. But it also seems to me that making straight-through processing has obscured some real opportunities for progress.


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