BY MICHAEL P. VOELKER

A lot of claims projects we see deal with how [insurers] are going to improve existing claims processes rather than reengineer the entire claims process itself, says Kimberly Harris, research director at Gartner. We arent seeing a lot of claims [technology] strategies today that are really strategic, she asserts, adding this is in part because claims departments have absolutely struggled to get their piece of the budget pie in recent years.

But are tactical projects a good idea? They can be, as long as insurers stay focused on the objective of improving, rather than automating, a process. When you add technology, you should take advantage of [it] and enhance your process rather than just [ultimately] doing it the same way, says Pat Turocy, principal analyst at Doculabs.

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