Across the industry, claims functions are facing a widening gap between experienced and new claims adjusters. As experienced claims adjusters near retirement age, it is critical for insurers to transfer their expertise to the business, and train newer workers.
In dealing with leading insurers, Accenture has found that many experienced handlers want to serve as subject-matter expert, while less experienced handlers seek collaboration across the organization. Tablets address both these needs.
Enabling claims workforce transformation through mobility
Tablets can unlock true workforce transformation, to allow effective knowledge transfer between experienced and new claims handlers. For example, tablets can enable:
- Live guidance on site visits. Imagine sending less experienced claims handlers on site visits, equipped with a tablet (or in the future, wearables). Using video streaming or other collaborative tools, a senior handler at a remote location can provide guidance and training—enabling both adjusters to work efficiently and deliver value to the business.
- Continual training and feedback. Imagine having claims adjusters record an on-site video with commentary about process—and then reviewing that video with a manager back at the office. Again, it’s a more efficient use of both people’s time, and can make it easier for claims departments to deliver ongoing professional development.
- Ad hoc collaborations. Imagine the ability to allow a claims adjuster to tap into the expertise they need, in real time. Tablets’ geo-location capabilities means adjusters can search for experts or co-workers near them, or quickly get in touch with a supervisor at the home office.
In addition, insurers can work with experienced handlers to develop algorithms for standard types of claims. For example, auto insurers might develop predictive analytics for estimating losses. If 90 percent of the time, damage to one area of the vehicle also resulted in damage to another, then it can prompt the adjuster to investigate accordingly.
Implementing tablets within a mobile workforce does come with challenges. One common concern is that an experienced handler at a remote location, rather than on site, may not see something important. While that’s a valid concern, tablet-enabled collaboration is certainly less risky than sending a new claims adjuster into the field without any real-time guidance.
It is also easy for insurers to focus solely on the technology portion of a mobility transformation. True mobility transformation is more than enabling adjusters to upload photos in real time or equipping them with tablets: it is a re-examination of the claims process, the underlying business and operating models, and the training and development programs within the organization.
Next week, I’ll wrap up this series by sharing keys to success for a mobility transformation.