What’s Keeping Claims Pros Up At Night?

Talent shortage and keeping pace with change are two of the top issues facing claims professionals over the next three to five years, but that’s just the start of their concerns.

Meeting policyholders’ service level expectations and the volatility of claims patterns are also on their radar.

“When I think about service delivery … my concern is meeting the client’s expectations from a technology perspective,” AXA XL’s Glen Hopkinson said at the Canadian Independent Adjusters’ Association Claims Summit last week in Toronto.

Claims pros do a good job on the soft skills and communications end of things, he said, but the policyholders’ main concerns are around the simple things like wondering why the industry still pays out claims using paper cheques.