René Schoenauer Customers expect their claims to be paid out faster but want to feel as if they are being valued . Striking a balance between the two means using both AI and humans hand in hand .

In our annual report , How Insurers Can Support Their Customers In Uncertain Times , the majority of customers ( 56 percent ), said that they prefer to make a claim over the phone and 39 % over email . Perhaps surprisingly , 20 % of 18 – 24-yearolds would prefer their insurance agent to file their claim on behalf of them .

The human touch in insurance is still needed and insurers must consider how they can provide better personalised support and increase their customers ’ confidence .

Lautaro Mon Absolutely , it ’ s by combining the best of AI with human expertise that better service to customers can be delivered , as well as more accurate risk assessments and ethical decisions made .

Human claims adjusters review AI-generated insights , while human agents step in for complex or sensitive customer service issues .

John Beal It ’ s hard to think of a data-driven , digital business that does not need to retain this balance . Consumers can become frustrated if the only line of communication is automated customer service .

To commit too far in the other direction and enforce all interaction to have a human touch can have equally damaging results . Automated processes are designed to lessen the strain on an organisation ’ s resources and accelerate day-to-day tasks .

82 December 2023