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Insurance Live 2021 Claims panel session: What does ‘good’ look like for claims in 2022?

It sounds like a simple question; but given the turmoil of the 2020 and 2021 - and trends that were already being talked about and predicted before Covid-19 took a grip on the UK, what do customers now expect from insurers when it comes to handling their claims?

And how different is it to 2019? Among the questions the panel will look to answer are:

  • What lessons have been learned over last two years, and how they will instruct the future?
  • Have insurance customers/claimants become more demanding; and how do we match those expectations?
  • What role does technology have to play in assisting insurance companies meeting these expectations?
  • By the same token, what is the role of the claims handlers and your staff in matching - and indeed beating - expectations and giving claimants the best experience possible?


Beazley claims team leader (professions) Larry Griffin

Duck Creek UK sales director Mike Smart

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