Report - Never waste a crisis: how COVID-19 acted as a springboard to take claims online

By reading this report you’ll explore the specific challenges around claims management caused by COVID-19—namely the surge in claims and rising costs. You’ll also discover how leading insurers are deploying technology and AI to boost the productivity of their workforce and the customer experience.

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You’ll hear from these claims experts:

• David Nichols, Chief Claims Officer, Zurich
• Hugo Emanuel Fernandes, Group Claims Innovation Lead, Hiscox

• Martin Kroos, Head of Claims, Achmea
• Adrian McKnight, Executive Vice President Transformation & Quality, WNS Global Services

By reading the report, you’ll find out how:

1. Achmea went from zero online claims to 20% in a couple of years
2. Hiscox has taken a global approach to getting 37% of claims online
3. Zurich made the switch to remote working and has reached 35% of claims online

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These senior executives discussed:

• Transforming the claims operating model during and after COVID-19: Explore the impact of working remotely on data security and systems, feasibility of burst capacity to process critical claims, and assess whether your systems can support rapid updating of products in the face of COVID-19

• Tackling legacy claims technology and data challenges to enable automation: Get non-homogeneous, asynchronous data from multiple systems in the same format to prepare for robotic process automation and allow better underwriting, actuarial and claims decisions

• A changing claims workforce: Address the lack of skills to manage legacy systems and redeploy staff to manage data integration 

• A digital ecosystem to safeguard against market disruptions: Migrate your claims process into an agile, flexible digital operating model underpinned by technology platforms to ensure your data investments hold strong, with the digitisation of the customer journey at the core

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We hope you enjoy the content. If you have any feedback, please get in touch. 

Helen Raff
Head of Research
Intelligent Insurer
Direct line: +44 (0)203 301 8244

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