There has been an unmistakable shift away from the business case for claims transformation being made around operational efficiency and cost savings. The main driver has become enhancing the customer experience (primarily, but not exclusively, digital): when asked, 57% of respondents chose “rethinking claims customer journeys” as the key driver. The conversation has changed from paying lip service to customer centricity and tactically tweaking the claims experience to fundamentally rethinking the claims experience in a much more strategic way.
This has led insurers to look again at the ‘Holy Trinity of Transformation’ (People, Process and Technology) through the lens of a genuine customer centricity driven by the fact that in a post COVID world customer experience is set to be the key differentiator and driver of competitive advantage in claims. Read more here