For eBusiness & Channel Strategy Professionals

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Executive Summary

Insurers have been using old, legacy-based, and highly paper-intensive claims systems for years — and suffering severe operational deficiencies as a consequence. New technology means this old model is slowly fading: New Internet-based claims solutions allow broader functionalities, greater service efficiencies, and easier integration across increasingly complex organizations. North American insurers Progressive Insurance and CIGNA were the first to start changing their claims process by means of systems automation. In spite of some localized resistance, the claims market will now benefit from an intensified drive toward business rationalization by European insurers. The new Internet-based insurance claims market introduces both extended opportunities and challenges for insurers. In a market where misconceptions still abound, only the savviest insurers will know how to exploit the new claims solutions optimally for greater business and customer benefit.

TABLE OF CONTENTS

• Business Inefficiencies Take Insurers On The Search For New Claims Solutions
• North American Pioneers Set The Path For Global Claims Change
• The New Web Insurance Claims Market: The Challenges And Opportunities Ahead

RECOMMENDATIONS

• Claims Automation Needs A Savvy Mix Of Technology And Strategic Insight
• Supplemental Material
• Related Research Documents

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