Why Don’t Customers Trust Digital Claims?

Insurance companies have invested heavily in digital transformation of the claims process, adding a number of self-service features for first notice of loss, the adjustment process, and payment.

However, customers still prefer working directly with a person rather than using these offerings, according to recent research from Forrester.

Surveying 100 claimants across several lines of business, Forrester found that 56% of respondents said they preferred to work with a person rather than use digital self-service tools.

The analyst firm found that even if a customer filed a claim online, they’d often follow up immediately with a phone call to confirm the process had worked.

That undermines the point of the digital enhancements, which are supposed to reduce the load on claims and contact center resources, Forrester notes.