The insurer’s managing director of claims explains how the Covid-19 pandemic has changed customer behaviour and expectations, making digital communications more ‘prominent’
A secondary theme for Burrows is the “resurgence of fintech” in terms of “digitising the claims process, really improving the customer journey, really improving some of the data and analytics you can get off your processes [and] how that then [impacts] pricing”.
“People are starting to very much see that claims is an area of massive value, whether that’s the customer value and really improving those moments of truth. Not just financial value, this is about how do you really make sure that you can offer a fantastic service and be a real champion when it comes to the customer as well.”
Katie Scott in The Insurance Times 24th July 2020
”Whereas if there was a degree of complexity in there, or if they’d had a road traffic accident, or it was a big escape of water claim, like a major pipe’s burst, then they would want to phone us straight away. “One of the reasons that we wanted to [initially] take a longer time frame [with the self-serve project] is originally we weren’t quite sure whether customers would like it or use it, but of course in a Covid situation, it becomes the preferred method because people get much more used to working from home or being at home. So that whole reason for spreading it out disappeared.”
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