Challenges in finding claims professionals
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Of the insurers that are actively hiring claims professionals, 26 percent report problems in hiring. And, the most difficult positions to fill are:

  • Claims handlers.
  • Claims supervisors.
  • Customer service representatives.

In order to satisfy customer demands, many insurers are focusing on customer service programs. Many are investing in:

  • Mobile applications for customers (57 percent).
  • Building digital customer profiles to enhance claims transaction handling (45 percent).
  • Improving net promoter scores (43 percent).
  • Improving JD Power claims satisfaction scores (30 percent).

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