INSURANCE to digital , it ’ s important that insurers are ready to capitalise with a digital claims management workflow .
“ A digital self-service approach needs to enable a system that allows the customer to initiate the whole process from lodging a notice of a loss and then making a claim with all the necessary photo and video evidence ,” Schoenauer says . “ Throughout the processing of the claim , including any fraud checks which are automated and transparent , the customer should be able to see the progress without needing to contact an agent .
“ There will be exceptions where on-site appraisal must be done but for the majority of claims digital self-service should work . But it is important that this is a choice for the customer and not something forced on them . It is also vital that the underlying automation is completely integrated and follows the customer journey appropriately .”