Balancing Claims Automation and Empathy
Auto
insurance carriers are increasingly using automation to increase efficiencies,
reduce costs and improve their competitive edge through better customer
service.
In one of
the most in-depth reviews of the industry to date, LexisNexis Risk Solutions
interviewed over 20 insurance claims executives from top 50 carriers and
surveyed over 1750 consumers to determine whether carrier motivations are
aligned with customer needs in regards to automation and the claims process.
Here are
some key insights from the 2019 Future of Claims study:
Carriers are
embracing Virtual Claims Handling (95% are using or considering it).
Touchless
Claims Handling is growing in popularity (79% of carriers are considering it or
open to the idea).
Consumers
appreciate the convenience of automated claims processing, but are less
satisfied when they have to interact with more than one person to process their
claim.
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