Top 6 ways claims have already transformed

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Insurance claims organizations are facing unprecedented combined pressures of supply chain and talent shortages, inflation, catastrophe cycles and more. That's changing the nature of the position, says Alan Demers, president of Insurtech Consulting LLC.

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Alan Demers

"When you're in that head seat, you're [generally] focused on three main things in some balance: customer satisfaction, loss cost, and loss adjustment expense," Demers says. But now, he adds, "all chief claims officers are being asked, 'How do you create more efficiency? Where are you on the claim automation track? How much technology have you adopted?' The convergence of all that together is what, in my mind, makes this situation very different from previous cycles."

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Stephen Applebaum

It's not all bad news though. The digital transformation happening across insurance is also aiding claims leaders. While fully automated claims are rare in most common lines of insurance business, the practice has made significant advancements in the past two years, says Stephen Applebaum, managing partner of Insurance Solutions Group. He and Demers shared what they believe to be the six most impactful recent transformations in a joint interview with Digital Insurance.

Photo estimating

Making estimates remotely is now being used in as much as 40% of claims in some lines, Applebaum says. "There's a little more reinspection, but overall it's working. It [requires] less staff and leads to faster cycle time and more involvement with the policyholder."

Amid the pandemic, Demers adds, many claims pros were relieved to have photo estimating in place. "That's not only because of the pandemic, but because of the inflationary cycle, which means that not only are claims lasting longer, but you may have to touch them more times."
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Artificial intelligence

Though still limited in scope, Applebaum says that when it comes to identifying claims at the extreme ends of the spectrum – total losses or express-repairables, AI is an important piece of the puzzle. 

"We're still in the early stages of seeing a full claims automation take shape," Demers adds. "But it's really hard to do, because the process and the model that carriers have was never made to be automated.  Some [carriers] have waited for more complete solutions and have done little; others are dabbling with a lot [of different technologies. I think the picture is getting a little clearer."
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Digital payments

For some time now widely used in customer payments, Applebaum says the move to using digital payments in paying business partners like repair shops and contractors is making the process smoother. "It's saving buckets of money and making everybody happy," Applebaum says.
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Telematics

2022 was the year when telematics shifted from being solely an underwriting tool to also being a claims tool, Applebaum says. 

"It's gone from just studying how people drive to turn it into a product, and now it's a way of attracting customers," Demers adds. "There's promise around crash detection and accident reconstruction for claims."
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Remote work

Insurers have to balance "the demand for higher customer satisfaction with the need for higher staff satisfaction," Applebaum says. "And the more you do for the customer, the more pressure you put on the few remaining staff members that you have." 

With staffing tight across the industry – and the wider business world – the remote work models  put into place because of COVID have paid off, he adds. "We all figured out that you could actually do this and survive very nicely. And I think that's a benefit."
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Vendor consolidation

Consolidation among the shops and contractors that are performing the repairs paid for by P&C claims is helping customers by giving them some leverage, says Applebaum. "Now a policyholder has representation at the point of repair – you have people that are going to say, 'You don't want to put that use that piece of used equipment on your vehicle, you need OEM equipment.'"
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