19DECEMBER - JANUARYparty administrators (TPAs) are key to the advancement of digital claims processes, and they need to be agile in the development of their technology. However, perhaps one of the biggest challenges is that of integrating digital technology within insurers' often legacy-ridden claims processes. The main drivers assisting the move away from manual processes in motor claims are clearly digital technology and AI with smart use of digitisation helping to transform and greatly enhance the customer experience and enable insurers to accurately identify damage and allocate the most appropriate path for the repair as soon as the claim has been notified. The human touchDigitisation and automation are addressing many of the present shortcomings in the speed and accuracy of claims notification and evidence gathering, but HDI Global Specialty and our TPAs believe there will always be a need to physically inspect certain claims, meet and talk to people on-site, talk to the customer and ensure that a repairer is adequately equipped and capable to have the vehicle repaired correctly at the right price and in a timely manner. The right balanceFor HDI Global Specialty the key driver for digital improvements is to address the pain points for customers and brokers alike. The wish list for brokers is for a simple and clear way to notify claims on behalf of customers, and to be kept up to date and informed about the progress of the claims. For the policyholder, the list is similar; for the claims notification process to be as simple and stress free as possible, for support and advice on what they need to do after the claim has been made, and a desire to be kept informed on when they will get their repaired vehicle back. To meet these needs, increasing efficiency and improving the overall customer experience, HDI Global Specialty together with our TPAs are looking to embrace change including online claims notification supported by automated communications throughout the lifecycle of the process. Insurers and TPAs also need to develop an integrated and automated vehicle repair management process and invest in digital technology to provide more accurate estimates of damage at the time of the claim.Insurers that focus on a direct digital strategy with their policyholders with an integrated and automated link with their brokers, partners and administrators will be the insurer of the future. Insurers that focus on a direct digital strategy with their policyholders with an integrated and automated link with their brokers, partners and administrators will be the insurer of the future
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