The digital push is facilitating collaboration at the intersection of humans and machines. Seventy-six percent of insurers believe that successful carriers will soon manage employees alongside intelligent machines, ensuring close collaboration between the two. Smart machines have the ability to interact with, train and learn from humans—and to improve their performance over time. By creating a workforce that makes the most of the efficiency of machines and the creativity of people, insurers can drastically enhance the outputs of both.
In particular, advances in natural interfaces, wearables, drones and smart machines are enabling claims leaders to empower their workers through technology, and to automate tasks that have traditionally been done manually. For example, Nationwide recently revealed its mobile hail estimator, which promises to improve claims resolution, accuracy and adjuster productivity.
In addition, the availability of data from connected devices combined with machine intelligence could enable smarter scheduling for field force workers—for example, based on traffic patterns, weather or inspection locations. These advances in technology are enabling insurers to achieve straight-through processing. They do, however, come with new challenges, such as deciding which processes to staff with people, versus machines.
It’s important to note that carriers will always need people. But they will need to shift their recruitment efforts—rather than hire front-line workers for routine processing, they will need people with creative, strategic and customer service skills. Further, claims leaders will need to adjust how they train, motivate and reward workers.
- Read The digital claims function in the We Economy, Part 1: Personalization and the Internet of Me.
- Read The digital claims function in the We Economy, Part 2: The outcome economy
- Read The digital claims function in the We Economy, Part 3: The platform (r)evolution.
- Read The digital claims function in the We Economy, Part 4: The intelligent enterprise.
- For 100-day and one-year plans to leverage the workforce reimagined—and the other themes identified in this series—register to download Accenture Technology Vision 2015 for Insurance (PDF).