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There was an interesting tidbit for technology people hidden in Accenture’s recent insurance consumer fraud survey (registration is required). The point I’m referring to is not related to fraud, but rather how claims are submitted to insurers.

In the report, authors Michael Costonis, managing director of Accenture’s North American insurance practice, and Jim Bramblet, Accenture’s North American claims lead, write:

While consumers who have recently filed a claim were most likely to have done so through an agent (48 percent) or through a call center (46 percent), the survey indicates that people are making greater use of the Internet to file claims. According to the survey, the number of Internet-based claims has increased from nearly zero in 2003 to seven percent today. U.S. adults over the age of 34 prefer dealing with agents, while younger individuals prefer direct channels such as phone and Internet, according to the survey.

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