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AI in claims. InsurTech spending is critical to the success of every claims operation. (Photo: Shutterstock)

Technology continues to transform the insurance industry, unlike any other innovation to date. It affects everything from the first notice of loss (FNOL) to the claims investigation, the adjudication of the claim and payment.

As more insurers implement new technology, the question arises — how can we ensure that we are making the best changes to serve our customers? Tracking results plays an important role in determining the answer. Are your customers using mobile technology to file their FNOL? Are chatbots giving them the information and interaction they seek? Are the details collected during FNOL accurate from the beginning so each step in the process relies on the same data? Are your workflows more efficient with new technology? And finally, are your customers happy with the changes being implemented? Answering these questions can help companies assess if they are traveling in the right direction with their operations.

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to PropertyCasualty360.com, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]

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