CLAIM SETTLEMENTS AND THE
CUSTOMER EXPERIENCE
Competition is hotting up in terms of settling with customers with swift efficiency . We take a look at the latest advances in the space
WRITTEN BY : JOANNA ENGLAND
It ' s difficult to imagine any thriving industry operating without a digital , streamlined approach these days . But some insurance companies , relying on legacy systems , are still doing just that . Their customer experience is one that necessitates long , complicated and tedious application forms being filled in . Weeks are spent underwriting , holding up claims that could be paid . The whole process is antiquated and frustrating for the customer , who is becoming increasingly aware of better services elsewhere .
The pandemic has hit these dinosaurs of industry hard . Because their core processes are still reliant on manual labour and paper pushing , lockdowns have impacted performance over the past two years , with skeleton crews creating unrequited claims bottlenecks .
96 January 2021