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Insurance CIO Outlook | Tuesday, February 08, 2022
The need of giving customers the option of filing automated claims and increasing insurers' digital claims capabilities to meet the demands have been raised in 2022
FREMONT, CA: A claims rush puts a claims management provider's capabilities to the test, and due to Covid-related travel cancellations, these providers have faced a lot of those. This has highlighted the need of giving customers the option of filing automated claims and increasing insurers' digital claims capabilities to meet demand, while also providing professional human support when needed. It is also crucial to leverage the correct technology to monitor client satisfaction during claims spikes, said Angela Smith, Head of Proposition Development at Charles Taylor Assistance. They employed web analytics and Net Promoter Score online surveys to assess satisfaction and improve claims journeys without placing human resources under strain.
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It's all about speed and convenience of use for the consumer, and time-saving benefits for the insurer, according to James Page, Chief Administration Officer and Head of Assistance and Claims at AIG Travel: In the last couple of years, technology in the claims process has altered in that most insurance companies now offer an online First Notice of Loss (FNOL) service that allows clients to go in and enter their claims information, he told ITIJ. When clients supply the information asked through the portal, the insurer's capacity to respond and make a claim decision is fastened– assuming all essential documents are also provided – and the processing time for an adjuster is greatly reduced.
This year, AIG Travel will introduce a virtual assistant who will be able to ask consumers all of the same questions that they would see on the FNOL portal if they chose to go through the process by phone rather than making a claim online. Insurers are looking for ways to reduce the quantity of data needed from customers in order to make a claim determination. The technology in online portals helps in searching since it allows one to try variants on the requirements and the information they need to speed up the process, Page adds.
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