How is technology streamlining the claims process at your company and, in your opinion, in the industry as a whole?
Hatch: At Zurich, we believe that streamlining the claims process is key to achieving efficiency gains, as well as increasing quality and service levels.
In late 2009, we started a claims transformation program aimed at providing a much more effective and efficient claims experience for our customers. Redesigning our first notice of loss business was a key starting point for us in that it introduced automated workflow management (WFM), which now guides work through a standard intake process. WFM gives us the ability to track work items throughout the claims lifecycle and minimizes data entry by integrating with other systems. This was a foundational step for us in our transformational journey of being a best in class insurer, and we continue to expand the use of workflow management.
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