There is movement among insurers to improve both the quality and speed of their claims at three important points in the claims process, according to Jim Kinzie, senior manager and co-leader of Deloitte's claims practice.
o In the front end, when insurers are capturing and triaging the claims.
Mr. Kinzie reports a movement among insurers toward interactive voice response where the customer service process can be scripted without human intervention. Many companies have a phone infrastructure but have not leveraged its capability, he added.
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