INSURANCE
enrichment to validate the claimant ’ s details , understand their claims history and answer some of the questions they may ask at first notification of loss – such as information about the home or the car . That means the claims handler ’ s time could be focused on obtaining some of the details that could only come direct from the claimant and on ensuring they receive the support they need at a stressful time .”
Publicis Sapient ’ s Mike Chiaramonte continues : “ Automation can hopefully drive the alleviation of operational inefficiencies currently present within insurance . In order to alleviate these operational inefficiencies , processes such as AI and RPA will need to be fully integrated into the operations . For example , a claims adjustor can focus their efforts on high-complexity claims as the more simplistic claims will be handled by automation . Another example may be that policies can be dynamically priced so that , instead of being renewed every 6 months , they can be renewed every 6 hours .”
Will this mean that process automation inevitably leads to redundancies ? Not necessarily . Instead , it will free employees from repetitive manual tasks and allow them to concentrate on parts of the insurance lifecycle that still require a human touch .
“ Insurance company employees are very good at the job they do today , but they will need to be even better at this job in the future ,” says Chiaramonte . “ As automation removes the redundancies of repeatable tasks , individuals will need to be able to focus on complex tasks that require their deep expertise as well as empathy and understanding . Automation will augment the role of the individual rather than replace the role of the individual .”
48 July 2022