a cat may have none lives but an insurer only has one business life and had better take care of it. Many have digitally transformed CAT Claims: -
- A Florida insurer deploying a customised online claims reporting capability within a day of Hurricane Irma, allowing victims to file their claims;
- A travel insurer, faced with a huge surge of calls following the closure of Gatwick Airport because of drones, deploying an online tool to advise customers on their cover and process legitimate claims digitally;
- A California insurer proactively reaching out to policyholders in wildfire affected zip codes with an easy way for those affected to notify them of claims;
- A global insurer with an automotive client who needed to recall 500,000 vehicles deploying a complete digital process to triage customers and allow them to select a convenient service centre and book an appointment; and
- A leading UK insurer faced with the need to undertake [thousands] of home visits in the wake of serious storm damage deploying a digital process in conjunction with 360Globalnet’s WithYouIn5 network to complete the visits in under a fortnight.
Plenty of food for thought here.
Hurricanes, storms, floods, wildfires – there seems to be no end to the flow of surge and catastrophe claims. For insurers the losses can mount up. But these situations are also the times when insurers very visibly deliver on their core purpose of supporting their customers when they are under great stress. The problem is that a build up of claims volumes can often overwhelm call centres and back offices, causing lengthy backlogs and poor customer service, just when they need to be at their very best. Of course, the unpredictability of catastrophic and surge events is always going to create challenges for insurers. But there is a new way to handle such claims that allows insurers to respond extremely rapidly in a way that is tailored to the exact requirements of the situation.