In our previous post, on Distribution, we pointed out that claims represents perhaps the most important customer touchpoint in the entire insurance journey. Nothing affects carriers’ bottom lines like claims; too many are not just capable of wiping out company margins but can jeopardise company survival full stop. And it’s not as if customers like claims either… If insurers could magically prevent the underlying events from happening, customers — fraudsters aside! — would always prefer this. There are in principle two key thrusts — Claims Prevention & Mitigation and Customer Experience in Claims — which we shall now explore.