I think many would argue with the views of a specific 130 industry leaders and 100 employees.
Claims at 4% looks ridiculously low.
1) When an insurer's call centre FTE can be reduced by 70% with new digital claims platforms that change call centres to customer engagement centres
2) When the supply chain can be "uberized" for efficiency AND effectiveness for optimal customer satisfaction
3) When an auto insurer can double profitability within 5 years adopting digitally transformed claims (McKinsey)
Not that all these roles will not be impacted. What do you think?
In the debate that followed, many of the panellists were shocked that claims brought such a small result, after job losses due to technology have dominated headlines recently, but some felt the impact of automation will be a positive one. Huw Evans, director general of the ABI said: “I was surprised to see claims so low down. From where I am sitting, automation is bringing a huge opportunity to improve claims. We are already in a world where digitisation of claims is making it faster and easier, so I think automation is already having a much bigger impact than the survey suggests.”