This is the fourth part in a four-part series on enhancing core claims systems to improve claims outcomes. If you’re just joining us, you may want to read earlier parts of the series:

If insurers are focused on modernizing core claims systems and upgrading their analytics capabilities, their third priority is hiring new professionals and giving them the right tools to succeed. Insurers reduced their claims workforce in the financial crisis of 2008, and many experienced claims professionals are nearing retirement. The outflow of knowledgeable claims professionals may lead to a knowledge gap as younger employees take the reins. As a result, 68 percent of insurers are either actively hiring or planning to hire claims professionals to learn from senior agents.

Smarter systems, smarter people

The following strategies are being considered to allow professionals to meet evolving customer needs:

  • Hiring and training customer service professionals.
  • Deploying mobile applications for customers.
  • Building digital customer profiles available for claims professionals during claims transaction handling.
  • Initiatives to improve net promoter scores and JD Power claims satisfaction scores.

New technologies such as mobile application and digital customer profiles will help new insurance professionals increase their knowledge base and improve customer service levels.

To learn more, download the North American Claims Investment Survey (pdf; opens in a new window).

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