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We have conducted a survey of over 100 claims professionals in order to build a greater understanding of how insurers are building contemporary claims processes that will deliver the basis from which to transform their operations. This report explores the drivers for developing new claims projects and discusses which technologies are being leveraged to develop sophisticated claims transformation strategies.

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)...

In order to meet the expectations of efficiency and transparency that customers now demand, insurers must embrace the right digital elements to drive forward their business, providing the innovation and flexibility needed to survive in a competitive business landscape. 

In the lead up to the Claims Transformation Forum, we spoke to three claims experts in order to gain a better understanding of how their organisations are incorporating technology into the claims process, how connected devices will shake up the sector in the future and the best strategies for handling the plethora of information gathered through real-time data. 

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.

Insurance Companies have for many years now been operating panel arrangements for their law firms. They spend significant time on the selection process of their legal panel and most Insurers have a procurement process and department. Insurers control significant legal spend across their range of products and services and a law firm which is appointed to legal panel for an insurance company can be assured of good quality work of ranging values.