"One in five consumers currently prefers claim self-service options, but complain that the self-service First Notice of Loss (FNOL) process asks too many questions."

2019 Future of Claims Study LexisNexis 

One of many good reasons why insurers need a digital claim platform that embodies conditional branching to minimise questions. Plus the optimal mix of audio, diagrams, photo, images and video that customers can upload themselves to fully describe the incident. 

The LexisNexis paper also shows the vital need to combine automation with person to person contact. Even Millennials.

"..while Millennials are the consumer group most interested in self-service options, they're not looking for it in every situation. They also want human interaction easily available when they need it".

 Balancing Claims Automation with Empathy, LexisNexis.