Insurance claims research: The path to digitisation

A recent survey conducted by Post, in association with SS&C Blue Prism, explored the ways in which digital claims are being approached by the industry. Despite digitisation taking off in recent years, many claimants today are still using emails and telephone to contact their insurer at the initial point of a claim.

Many claims specialists believe that customers are dropping out of a fully digital claims journey due to claims being too complicated or customers being less tech-savvy. So, how can insurers ensure digital claims journeys are streamlined and easy-to-use for the consumer?

If you were thinking that claims is an area ripe for digitisation, you’d be right. Insurers wouldn’t disagree, with 86.8% of respondents to the survey believing that digitising all or part of the claims journey is the best way to improve the customer experience.

This content sheds light on the survey findings and the key factors driving the choice to offer digital end-to-end claims journeys.

Topics covered:
• Which channels can customers use to report a claim?
• Which business lines currently have an end-to-end claims process?
• Which parts of the claims journey use RPA or intelligent automation?
• How important is the human touch?