Like anyone who has been following the media, I am shocked and deeply saddened by the problems being experienced by ordinary members of the public in holiday resorts around the world in recent months.  Not only the devastating loss of life to holidaymakers on a Tunisian beach in June, but also the threats to families following a foiled attempt to snatch their children from a hotel complex in Cyprus.  Unsurprisingly, many of these travelers are keen to return home before their booked holiday period ends, a fact that has considerable implications for the tour operator and the insurer.

Claims management is the shop window of any insurance company. In a dynamic environment that needs to take account of unforeseen circumstances, frequent changes are needed to adapt to business demands, as well as serve stringent regulatory needs.  In crisis situations such as these recent examples, travelers want to be reassured that their insurer has a consistent approach to managing their claims and a process that is error-free, irrespective of the volume of claims which may need to be processed simultaneously.  And the reputation of the insurer relies on this executing these claims efficiently and sensitively.

Increasingly, the claims environment is more complex, time-sensitive and data dependent. New and emerging technologies enable greater information sharing and collaboration and have shattered the barriers to traditional claims processing.  It is more critical than ever for customers, vendors and claims professionals to work in concert to process claims in a seamless fashion. Meeting today’s challenges means addressing the technology that supports claims processing. Quite simply, yesterday’s solutions do not fit today’s problems or tomorrow’s opportunities. Lowest common denominator business processes, characterized by legacy systems functioning with limited data, are a principal challenge in achieving high performance in claims.

Dramatic and sustainable results can only be attained by applying top level performance to the processing of every aspect of every claim, every day. To improve business agility and the ability to respond rapidly to market change, companies also need more flexible systems—rapidly reflecting changes in business conditions, without the need for extensive and lengthy modifications. Accenture Duck Creek claims software supports the entire claims organization with a proven track record for more than 15 years.  With 36 global customers across 28 countries, we process more than 4,000 claims per hour, 42,000 catastrophe claims a day and more than 65,000 claims users globally. It provides a unique configuration toolset that gives non-programmers unprecedented power over the application data, screens and processes.  According to Allstate’s Senior Vice President of Claims, Michael J. Roche: “Allstate has reinvented the claim handling process to enhance the customer experience. We have realized an estimated 30 percent reduction in the average time to inspect, resolve and settle a claim.”

Interested in this topic? Contact me today jonathan.e.rusby@accenture.com.

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