Automating the claims process. Successfully automating aspects of the claims process means putting claims handlers at the forefront so insurers can see how AI technology will enhance the customer experience. (Photo: Shutterstock)

Like any new technology or business approach, the term “claims automation” means different things to different people, depending on how you look at the opportunity and ways to achieve it. The origin of this ambiguity is the fact that claims handling processes themselves — the processes to be automated — are somewhat unique to each insurer.

Furthermore, in many cases, there are no instructions that explain the system, the flow of information or the claims handling rules. Instead, the knowledge of how to handle claims is embedded in the organization.

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