The index finger of a human hand touches the index finger of a robot. Claims is traditionally a rigid process. Introducing flexibility via automation will be seen as a huge positive and even a differentiator for the carrier. (Photo: sdecoret/Adobe Stock)

Claims automation is a major trend in the insurance industry, helping to drive down loss ratios and do more with stretched-thin adjudication teams. Companies are exploring new data-driven technologies and focusing on the overall claims management process, from first notice of loss (FNOL) and satellite imagery loss assessment to automated triage. The goal is to distinguish between claims that can be handled automatically and those that require intensive human involvement. Further, there is a strong focus on fraud detection and prevention as insurers fear that fraud losses will increase if automation is done in too naïve a way. Digital customer experiences are often upgraded in tandem with an automation rollout. There are two focuses that I consider crucial when navigating a claims management automation journey:

First: Successful automation requires a laser focus on the customer

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