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According to our latest survey, people who file vehicle insurance claims are most frustrated by delays in claims payouts, lack of information about the claims progress, smaller than expected claims payouts, denial of claims and inability to reach claims staff.

Digitally enhanced interactions keep raising expectations so there’s always room for improving the customer experience. Property and casualty insurance companies can make the biggest impact for policy holders by improving the claims process through innovation—a commonly overlooked opportunity.

A future of claims that embraces technology, data, AI and analytics can offer policy holders what they demand and increase growth and retention.

Can you envision that future?

While waiting at a red light, Jane is rear ended by another car.

First Notice of Loss

Because Jane drives a connected car, the vehicle’s sensors have already reported data back to her insurance carrier. Armed with Jane’s information, the car’s information and the crash impact information from the car, a claims representative is able to proactively reach out to Jane and/or emergency help if there is potential for personal injury.

Jane is contacted by her insurance carrier through her preferred, pre-selected method of communication. After, she also sends pictures of the damage through the mobile app.

Directing Jane to the Right Agent

Jane’s claim report comes in as unstructured data. It is unified, cleansed and structured so it can then be evaluated automatically using AI, voice analysis and analytics for dynamic, real-time coaching to claims adjusters. Machine learning analyzes the photos Jane submitted, based on thousands of previous images.

Through the aggregation of diverse data sets, the carrier is able to leverage a complete view of Jane. Intelligent workflows and technologies improve the speed and quality.

Jane gets a list of local repair shop options and costs.

Dynamic Claims Adjustment

The adjuster’s judgement is supplemented with machine learning and process intervention. AI is also used for parsing vast amounts of claims data to support decisions without the adjuster leaving their workflow.

After dropping off her car, Jane receives updates throughout the process as her car gets fixed.

Smarter Claims

Car repairs can vary in cost. Access to the right data sources normalizes costs to ensure a fair claims payment and automate communications with the repair shops and claimant throughout the process. In addition, fraud management analyzes complex patterns and identifies anomalous behavior by parties at each stage of the process.

Jane picks up her car, with the payments automatically handled by her carrier.

Close Claims/Manage Spend

Spend management can be enhanced with digital tools focused on provider management, demand management, compliance and watch lists. A data loopback to pricing and underwriting ensures smarter policy coverage and risk.

 

When policy holders who changed carriers over the past year were asked why they switched, five of the top six reasons could be solved through digital claims transformation.

While there will always be a segment that looks for the cheapest price, insurance companies can still retain and attract prospects by offering seamless, omnichannel experiences. Price may be the primary driver, but customer experience is also important.

Our survey of 250 property and casualty policy holders aimed to cover not only what they expect from the claims process, but also key pain points, preferred communication channels and what they want insurers to do differently.

Download the full report here

Read the full report and learn more about how Publicis Sapient can help you on your claims transformation journey

Jason Paau
Jason Paau
Senior Director, Agile Product Management