"No one disputes that the claims process is changing radically and technology is allowing adjusters to significantly expedite their response to policyholders. However, with all of the improvements, carriers are acutely aware that there is a fine line between automation and maintaining personal contact with their customers."
Patricia L Harman editor-in-chief of Claims magazine
Like me, Harman found practical and actionable insights in The LexisNexis Study with this quote.
"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."
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".
That is only part of the story however. It is not just FNOL but the whole claims value chain that must combine automation with human intuition and empathy.
Many of the phone calls to an insurer's call centre are asking "What is happening to my automobile in the repairer or why is it taking so long to inspect and tackle my property subsidence". Probably 50% of incoming calls will disappear if the insurer keeps the claimant updated in real-time on progress.
For this to happen the claims platform must also be a communications and triage platform choreographing the supply chain. A platform that frees adjusters and field inspectors from repetitive and predictable tasks to concentrate on complex tasks and the unpredictable. To engage with and sort claimant's issues faster and more effectively.
360Globalnet has processed over 3.6million claims digitally in the USA and Europe and proved that unreformed call centre staffing can be reduced by up to 70% whilst still delighting customers and collapsing costs.
Straight-thru-processing (STP) has its place but only so far. Even Lemonade has had to adopt a more conventional approach with adjusters handling more complex claims.
That is where incumbent carriers can fight back with the first movers leading the digital insurance wave of transformed insurers.
For consumers, automation can mean less time spent filing a claim, having a self-service option so they can handle the claims at their own convenience and speaking with fewer people throughout the process. It also shortens the cycle times for claims, which is good for everyone. Their one complaint is that carriers are still asking too many questions during the FNOL. On the carrier side, those who automate some portion of their claims process are seeing an increase in employee productivity since attention can be focused on more complex claims or other aspects of the claims, as well as a reduction in processing costs and loss adjustments because of resolving claims faster.