How Claims Process Must Drive Change

The arguments surrounding the need for change in the insurance industry have largely been won. In recent years, dramatically increasing regulations, competition and customer expectations, along with dwindling resources and shortages of technical skills, have combined to produce an environment of uncertainty. All too often, insurance carriers have tended to push what they have been able to produce, rather than respond to what the customer demands. In a setting where that demand is changing radically, it is more important than ever that carriers step back and listen to customers. Enter “Connected Claims.” As insurance’s “moment of truth,” the claims process is where the service and delivery of an insurance-provider is judged, so it is natural that it should be a priority.