The Power Of User Experience: How To Simplify The Claims Decision-Making Process

Humans make thousands of decisions every day, from small choices like what to eat, what to watch on TV, or what to wear, to larger decisions like purchasing a home or changing careers. Some of us even suffer from decision fatigue, which can make it more difficult to make the right choices. Decision fatigue can be so taxing that some leaders, including Barack Obama and Steve Jobs, have chosen to wear the same outfit every day in order to help minimize the number of decisions they have to make.

Property and Casualty insurance adjusters who make critical decisions every day that can change the course of a claim—like whether or not to approve a treatment or if they should send a claim to a case manager—cannot afford decision fatigue. The claims decision-making process can be very complex, considering all of the different information available to adjusters for each and every claim. Adding technology into the claims workflow can help improve adjusters’ experiences and give them the right information at the right time to simplify the process.