It's time to expand both the thinking and action concerning claims—to go beyond the mere transaction.

Accurate and efficient processing of claims has been a critical component of the insurance industry's profit equation since its inception. Early automation efforts primarily addressed the accounting and reporting aspects of claims operations. As systems have become more sophisticated, the emphasis is now more focused on how the work gets done.

Streamlining processes and improving efficiencies aim not only at better management of costs. Today, automated systems have the power to transform claims operations by taking business capabilities to the next level: improving the quality of decisions, enhancing the customer experience and integrating claims functions to create an environment for collaboration throughout the organization, as well as with third-party service providers and stakeholders.