When is straight-through-processing (STP) and automation a problem rather than a solution? Answers

  • -when you deal with customers who need empathy!
  • when claims are more complex

Even Millennials, those arguably wedded to their phones to manage lives and activities, say interaction with a live person is critical.

".. 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".

LexisNexis 2019 Future of Claims

Not just Millennials; 55% of Baby Boomers, 52% of Gen X and 52% of Millennials believe that having the ability to interact with a live person is critical during FNOL. What are their concerns?

  • 57%- I could do something wrong and mess up the process
  • 55%- Potential for glitches/issues that could negatively affect my claims
  • Lack of a live person guiding me through the process
  • Lack of human oversight to check the accuracy of the process

Analysing over 3.5 million claims processed through its digital claims platform Paul Stanley, CEO of 360Globalnet, says that over 93% of customers prefer and adopt a self-service digitised customer journey. They can, however, at any time engage directly with claims handlers.

Balancing automation with empathy is a critical need of any digital claims platform. STP has its limits and must be augmented by direct human contact whenever the customer needs it. Whenever, however she communicates and by whichever channel she needs to re-engage at the last point of contact.

Whether by landline, cell phone, online by tablet the claimant and claims handler must have all the information to hand to minimise questions and get to the point of need fast.

The linked article shows how complex this can be when dealing with fine art, antiques, valuable jewellery, historic sculptures. The range of expertise and people involved makes orchestration of the complete supply chain a critical success factor.

"Technology has a way of simplifying the more menial tasks in the claims process, allowing the claims specialist to concentrate on more pertinent matters. Instead of having to rely on books and disparate reports, claims professionals have access to databases now that consolidate mass amounts of information in one conveniently searchable place.

As technology continues to advance, the claims business will become even more efficient. Fine-art loss resolution requires the ability to adapt to the environment and always stay updated on the latest practices and methods for accurate adjusting, and that is even more apparent in the technological age. Claims specialists should use their resources and embrace the technologies that simplify the process."

Michel Honoré is director of fine arts at Sedgwick France. michel.honore@fr.sedgwick.com

Balancing empathy with automation.

Can your digital claims platform provide the communications and orchestration hub for all participants in solving customers problems? Is one single digital record shared ( securely and redacted where necessary of course) across all these participants to ensure speedy, effective and satisfactory resolution of the loss or damage?

These are the one of many demands you should make of any technology partner. Then make it harder by demanding that they deliver this balance of automation across the whole claims value chain with a "No-code/Low-Code solution".

A platform that lets the business iterate and innovate without being hostage to central IT and/or vendors. One that does not require upfront capital and implementation costs.

Suitable, with one platform for claims from art and auto to home and pets and on to sculpture, travel and zoo assets.

A claims technology partner for all claims across the globe.