Even as more insurers move toward touchless claims management, the process still needs human resources to improve the customer experience.
In early 2019, Bill Brower, Vice President, Product Management, Claims for LexisNexis Risk Solutions, joined other industry experts for a wide-ranging discussion on the claims industry for the A.M. Best webinar, The Future of Claims Management. In the one-hour webinar, a panel of insurance industry experts explored how technology, artificial intelligence and other factors are impacting the way insurers think about and manage the claims process today and for years to come.
In the video below, Brower shares his view that, although insurers are moving to reduce the number of touches in their claims processes at a rapid pace, the human interaction is still valuable to customers.
2019 Future of Claims Study Now Available!
In one of the most in-depth reviews of the industry to date, LexisNexis Risk Solutions interviewed over 20 insurance claims executives from top 50 carriers and surveyed more than 1,750 consumers to determine whether carrier motivations are aligned with customer needs in regards to automation and the claims process. Download the 2019 Future of Claims Study white paper to learn more.