100 Conversations About Just One Thing

by Rob Morton

Claims, claims, claims, claims and more claims. At InsureTech Connect 2019 it feels like we’re having 100 different conversations about just one thing, and that thing is the claims process and its impact on the customer experience. Insurers are looking at the claims process as more than an area to optimize around cost; there’s a palpable focus on improving the customer experience.

There’s an awareness throughout the conference that insurers must create a more personal, human experience for their customers, even if—counter-intuitively—AI and other data-driven technologies will enable this increased humanization of the claims process.

It’s only fitting, then, that the customer experience and how to improve it using technology was the theme of Shift’s standing room only panel session. Karen Furtado of SMA, Mark Taber of GGA, and Brent Hammer of Grange Insurance joined Shift CEO Jeremy Jawish to explore the many reasons artificial intelligence is key to transforming the policyholder experience for the better.

One interesting idea the panel bandied about was that the claims process was the one time, more than any other, when customers interacted with their insurance providers. And when you’re selling a promise to your customers, the moment that promise comes due is when policyholders make their decision about how they’ve been treated. Transforming the claims process to ensure a smooth, efficient, and fair claims experience—a very human experience, made possible by technology—is one of the best ways to win a customer for life.

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