Enhancing claims experience through people, process and technology optimisation
Claims has been identified as the opportune focus area for insurance companies to improve efficiency and reduce costs. Yet it is also the moment of truth in delivering customer experience that will win or lose customers. With the insurance industry undergoing a rapid technological revolution, automation, digitalisation and data analytics are key to achieving the most efficient claims process whilst ensuring a superior customer experience. This is also paving the way for a transformation in people skills and management, with talent becoming an increasing focus for insurers.
The difficulty of delivering this has been compounded by record-levels of insurance fraud, which disrupt both customer experience and process efficiency. In these challenging conditions, the claims service has become the key differentiator in a fiercely competitive insurance market, and companies who fail to meet evolving customer expectations whilst cutting costs and fighting fraud will lose out on vital market share.
The Claims Transformation Forum will bring together leading claims professionals from across Europe’s insurance industry to address the key challenges in enhancing profitability and differentiating from competitors in a digital era.