Zurich, Ecclesiastical, Ageas and Aviva discussed the future of claims management


There has been a lot of talk about how the March lockdown has acted as a trigger for insurance businesses to review processes throughout their organisation from the perspective of a ‘new normal’ – where customers and employees alike are living and working remotely, creating additional friction to the speed and ease of doing business of any form. And that is as true of claims as anything.

Insurance Post in association with Nuxeo hosted a live webinar session where an expert panel discussed how claims departments are – and should be - reinvented to keep in step with their customers’ changing expectations of what good looks like.

Topics covered were:

  • What simple claims could be managed by straight through processing with decisions made in minutes not days? And what controls – such as fraud checks – need to be put in place to make this a reality?
  • How can insurers and brokers better triage and automate the claims process to make best use of the human resource they have to handle and manage more complex claims – or better identify those that need more attention, such as ones involving vulnerable people?
  • How are organisations able to leverage emerging technologies – including Cloud and AI – to improve access, increase agility, and eliminate manual tasks to streamline important business processes?
  • What lessons can be taken aboard and adapted in terms of managing future surges remotely – events that are often stressful and testing for both employees and claimants? How can new processes and technology be tested in advance to make sure they are robust in the face of these challenges?
  • Working in claims, insurance employees are privy to sensitive and confidential data; how can employers make sure that their privacy rules and checks are as robust remotely as they are within the four walls of the office?   
  • Working remotely, how can insurance businesses share knowledge and best practice to less senior members of staff?
  • What skills and attributes do we expect the claims manager of the future to have?

Joining us for the discussion were:

  • Sean Baird, director of product marketing, content services platform, Nuxeo
  • Andrew Jones, head of express & retail claims, Zurich
  • Jeremy Trott, claims director, Ecclesiastical
  • Robin Challand, claims director, Ageas
  • Richard Hiscocks, director of motor and casualty claims, Aviva


Click here to watch the on-demand webinar


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