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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. The difficulty of delivering this has been compounded by record levels of insurance fraud, which disrupt both customer experience and process efficiency.
With these challenging conditions in mind, this year’s Claims Transformation Forum will be helping professionals address the issue of balancing the ‘three pillars’ of customer experience, process and efficiency in an effort to discover whether balance is actually required, or whether a focus on one pillar can offer a stronger return.
Read more on the subject with insight from three of our speakers at Claims Transformation Forum 2016: Polly Fishwick (Wesleyan), Peter Smith (ERS) and Ingrid Woodward (AIG)...
It takes a good claims handler to know how to differentiate the good from the bad. Insurance providers will never find better resources than the people they hire, so once they find good handlers – or even the perfect handlers – it should be a priority to keep them satisfied in their role, particularly in an industry that traditionally sees such a high turnover.
The Claims Transformation Forum will explore how the 'people' factor can be improved to ensure faster, efficient processes, and ultimately a better customer experience. As a starter, we explore the features that we think make up the 'ideal' claims handler...
We surveyed Claims Directors at UK and European Insurers on their top priorities for improving the claims process in 2017.
Download your complimentary copy of the survey report and see their answers.