Claims

The assumption has been that there’s no demand for major innovation in claims intake, that low cost is key. But this is no longer the case.

In claims, and across the entire industry, the pace of technology-driven change is accelerating. Insurers must think differently.

It’s important to consider the communication preferences of five different generations when building a better claims process.

Customers now demand choice in how and when they engage. That means insurers must provide a digital, yet humanized, claims experience.

Machines have not taken over, nor will they. They have just greatly improved the human element of the claims process.

Data can let companies resist plaintiff attorneys' attempts to "anchor" negotiations with a high, initial demand.

AI is transforming claims, but there are pitfalls. Success requires extreme discipline about identifying and addressing a single problem.

High-volume, low-complexity claims take one technological approach, but complex, high-dollar claims need a very different one.