Customer Service: How do I speed up and simplify the claims process?  

Digitization has taken the entire world by the storm. In the last decade, our lives have transformed completely with everything going digital. With the changing conditions policy holders expect a seamless and fast digital claims process. If someone has an auto accident, they will often touch their insurance company several times to handle one insurance claim starting from claim initiation (First notification of loss) to claim settlement. Often times those touchpoints are with five or seven different areas of claim function with an insurance company.

There is no silver bullet interaction that ensures customer satisfaction, but a successful redesign of the claims customer journey  typically involves considering processes from the customer perspective and optimizing back-office processes accordingly to provide simple and fast claims services. Insurers should start with an “everything is possible” mind-set to unleash truly transformative ideas. Satisfaction surveys in claims consistently show that customers desire a fast and intuitive process as well as transparency on where they are in the process and what happens next. Accordingly, the digital redesign of a claims journey needs to go much deeper than superficial process improvements.

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