Significant process and technological improvements to thepersonal lines insurance claims function have been made over thepast 15 years, but even more profound changes are likely in thenext wave of investment over the next decade, according to a newstudy by Conning Research & Consulting.

“Insurers have driven significant change in the claims functionand process since the mid-1990s in search of efficiency,effectiveness, and improved service to the policyholder,” says AlanDobbins, analyst at Conning Research & Consulting. “What isless clear in our analysis of available data is whether insurershave gained the expected financial benefit in terms of reducedexpenses. The world has changed, in terms of customerexpectations, and insurers have responded, perhaps just to stay inthe game.”

The Conning Research study, “Personal Lines Claims: Building tothe Next Wave of Investment” reviews the claims function as of themid-1990s, presents the dramatic changes in claims leading up totoday and measures the impact of those changes. Further, the studylooks at those problems that still need to be addressed, and thetechnologies that will support insurers as they build on thechanges to date.

“Our analysis of the impact of changes to date is mixed,” saysStephan Christiansen, director of research at Conning. “Perhapsmore important at this juncture is to look forward to what is nowin reach as a result of their infrastructure work to date. Over thenext few years insurers will look to their 'extrastructure,'building more effective connections to the field, to businesspartners, and to their customers.”

The research study is available for purchase from ConningResearch & Consulting by visiting the company's Website atwww.conningresearch.com.