The Perfect Blend Behind Effective Claims Management

Effective claims management is all about balance. Adjusters today must walk the fine line of implementing technology and digital tools to expedite and enhance the claim process, while always keeping the human elements of compassion, reassurance and education at the core.

To achieve this, the blending of technology with customer experience is key.

‘When it comes to claims, it’s never one size fits all,’ said Patrick Bossey, vice president, Data & Digital Solutions, Crawford & Company Canada.

‘We have to strike a balance between what’s the best technology to manage a claim and what’s the right solution for every given claimant, staying cognizant that some people are more comfortable with technology than others."

"At the end of the day, we’re all trying to do the same thing, which is to restore lives and resolve claims as quickly and effectively as possible. If technology helps us to do that, then we’ll use it where it makes sense.’