Claims sit at the heart of the insurance promise—helping customers protect what matters most. But claims teams face increasing pressure to meet rising expectations.
Today's consumers no longer compare insurers to one another. Consumers now compare insurers to brands like Apple, Amazon, and Disney, expecting the same fast, transparent, and deeply personalized service these companies provide.
At the same time, the talent pool is shrinking. The World Economic Forum's
To meet modern expectations and workforce challenges, insurers must rethink legacy processes and embrace technology that enhances human experiences and connections.
Elevating adjuster experiences
Claims operations are filled with manual, time-consuming tasks. Advances in technology and AI can automate repetitive work, freeing adjusters to focus on customers and high-value decisions.
Technology can help:
- Increase the speed and ease to report a claim
- Provide faster assistance to the customer
- Automate document collection
- Generate claim summaries
- Validate compliance requirements
- Route claims for faster resolution
- Detect potential fraud earlier
Individually, these improvements may seem small, but together they consume hours of an adjuster's time. For instance, after a first notice of loss (FNOL) is reported, manual intake calls, policy lookups, and data entry can delay responses to customers by up to 72 hours. But automating these tasks can cut some response times to less than 2 hours, leading to faster resolutions and stronger customer trust.
Automating manual steps gives adjusters time to do what they do best, like communicating, problem-solving, and showing empathy to customers when they need it most.
Elevating the customer experience
At the center of every claim is the customer, who is often someone navigating stress, uncertainty, or loss. How an insurer responds in that moment defines the relationship. Delays, unclear communication, and a lack of visibility can quickly erode trust, while proactive and transparent updates build confidence and loyalty.
Technology can help adjusters deliver this elevated level of service by:
- Surfacing key information during calls so adjusters can provide instant, accurate answers
- Automatically capturing notes and context to ensure every interaction builds on the last
- Tracking sentiment and satisfaction to identify moments when a customer may need extra attention
- Providing real-time feedback and insights to help adjusters continuously improve their approach
These tools give adjusters a clearer picture of customer needs and reduce after-call work. Better insights and analytics could also flag when a customer may be dissatisfied, so an adjuster can intervene earlier to prevent escalation. When technology supports both the customer and the adjusters, customers feel heard, valued, and informed throughout the process.
Supporting customers where it matters most
Aerial imagery and photo technology gives insurers more ways to support customers in times of need. With fast, high-resolution imagery and accurate property data, claims teams can move quickly after a catastrophic event to assess damage and begin helping customers sooner. With before-and-after views of affected areas, claims teams get clear visibility, even when those areas are sometimes physically inaccessible.
Key ways this technology can support customers include:
- Giving real-time visibility into damaged homes so insurers can act fast
- Helping claims teams prioritize the customers who were hit hardest
- Providing adjusters with more ways to help customers through remote assessments, faster payouts, or proactive communication\
Tools like these enable insurers to provide care, clarity, and peace of mind when it matters most. And when customers feel heard and supported in moments of crisis, insurers can assist with recovery and restore long-term trust.
Guiding principles for a resilient claims team
When implementing new technology, the focus should be on empowering people. Every tool should pass two simple tests:
- Does it make life easier for customers and adjusters?
- Does it elevate the skills and capabilities of our team?
If the answer to either is no, it's not the right fit.
Claims is a people-first business. Customers need guidance during difficult moments, and adjusters need time and tools to provide it. Technology should enhance human strengths—such as judgment, communication, and compassion—while removing friction and repetitive tasks.
To succeed, leaders must build a foundation of trust, training, and engagement among employees:
- Trust: Encourage employees to challenge outdated processes and embrace innovation confidently.
- Training: Invest in continuous learning so teams stay sharp, adaptable, and ready for change.
- Engagement: Design roles that minimize busy work and highlight meaningful contributions, creating more motivated employees, and better customer outcomes.
This synergy between humans and tech is especially critical given the skills mismatch many industries face. For instance, the Organization for Economic Cooperation and Development (OECD) argues that when the supply and demand of skills don't align, productivity suffers and
When implemented thoughtfully, technology and culture reinforce one another. Adjusters feel empowered to grow and innovate, customers experience faster and more personalized service, and insurers build teams that are prepared for the future.
What's next
Claims has always been a human-centered business—and that won't change. And insurance's promise will always be about helping customers in their moments of need.
But the path forward depends on balance. Insurers that blend technology and humanity, where tools empower people instead of replacing them, will earn lasting trust from both customers and employees.
