The March Toward Insurance Claims Automation

February 8th, 2007

Ricardo Arruda

Benjamin Ensor

With contributors:

Alyson Clarke , Michelle de Lussanet , Ashara Giordanelli

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.