As insurers look for ways to make their claims function smarter, more efficient and more effective, leading companies will take advantage of mobility tools to empower claims professionals. For today’s market, that’s probably tablets or smartphones; in the not-too-distant future, that might include drones and wearables.
In this blog series, I’ve shared a vision of what this might look like in the next 3–5 years, and some of the benefits of enabling a mobile-empowered claims workforce. Today, I’ll talk about steps to achieving this transformation.
Keys to success
There’s no one-size-fits-all approach to effective claims workforce transformation, but based on Accenture’s experience, there are three main steps.
- Conduct an IT inventory. Insurers should conduct a back-end IT inventory to understand which systems are compatible, or close to compatible, with mobile technology. For example, while it may be desirable to enable dynamic routing and scheduling, if the back-end system isn’t able to support these capabilities, then it’s important to recognize the deficiency. And if that capability is a priority, then insurers must understand what is involved in making the necessary upgrades.
- Design new delivery and operating models. Mobility transformation is not just a technology undertaking. It’s an opportunity to rethink the claims workflow to achieve efficiency and talent improvements. Be sure to consider the cultural shifts that will need to take place, too. Claims adjusters who are used to days in the field, disconnected from the home office, may need time to adjust to the idea of being tracked and active all day. In addition, with the advent of new technology, users will need to be trained and allowed time to assimilate the new way of working—and more important, to learn the ways that they bring value to the claims function.
- Build mobile applications. Once an insurer understands where its back-end capabilities are and where they want to go, and has defined a new delivery and operating model, only then should it begin to build the relevant applications. Depending on legacy systems and the level of customization involved, insurers can have a mobile app within 3–6 months, with a broader overhaul of technology within 1–2 years.
Remember, true mobility transformation is not about shifting tasks from a laptop to a tablet. It is about shifting from a reactive business, operating and service model to a proactive one.
While mobile transformation is no easy feat, it can enable insurers to improve claims efficiency and tap into the expertise within its workforce. As technology becomes more ubiquitous, and the speed of business faster, the ability to sync adjusters in the field, offer dynamic routing and enable collaboration will not just be a competitive advantage, but a way of doing business.