Transform claims workflows
In a notoriously low touchpoint industry, it is essential that each interaction an insurer has with their customer leaves the customer with a positive outlook regarding the service they have been provided. Claims handlers are at the front line of customer service and should be fully equipped with the relevant technologies available to allow them to perform to a high standard. This can not only improve the customer experience, but also employee retention as they can see that their employer is investing in their long-term career.
With 22% of CIOs and Technology Executives considering the customer/user experience to be their top priority, insurers should seek to consider and improve all aspects of customer experience. Generative AI can be implemented across all areas of business and implementation in the claims process can improve the experience for both employees and customers.
While discussing the potential benefits of generative AI, it is important to note that the technology is a tool to enhance rather than replace human expertise. Generative AI can assist with administrative tasks such as reading documents and extracting data, automating messages to customers and checking customer’s policy coverage. This can allow claims employees focus on higher level work such as providing a hyper-personalised customer experience, which is what 63% of customers are expecting from their insurance provider.
Automating administrative tasks
Customers can often feel left in the dark about the status of their claim. If they are notified about its progress, it is usually a manual task actioned by the claims handler. By automating claims updates, customers can be informed about their claim in real-time and employees can also work more efficiently.
Hyper-personalisation
Data from various touchpoints can be used to create a 360-degree view of their customer and provide an individualised experience. Employees can be armed quickly with specific information on the customer they are interacting with and can tailor their interaction as well as offer products or services which fit their needs.
Communication
When communicating with the customer during the claims process, employees can easily access information from previous interactions. This could mean less duplication of efforts for employees, and less inconvenience for customers.
Streamlined technical stack
Insurance employees often use a complex technical stack and multiple systems throughout the claims process. Gartner has advised that insurers could benefit from providing employees such as claims handlers with a unified desktop and user interface, with systems and apps integrated into a single workstream. A singular system powered by cloud technology and generative AI can allow employees to work more effectively, improving customer experience, employee experience and operational efficiencies with cost and time savings.
Check out our whitepaper on 'Elevating the Customer Claims Experience with Generative AI' to learn more: