The Claim: Where Humans Still Rule Over Machines

Insurers have made big digital investments to improve both the claimant’s experience and the profitability of their claims operations. Despite these investments, even tech-savvy customers prefer dealing with people when filing claims. Worse, it means that many digital claim investments don’t pay off. This report looks at why claim tech investments have done little to change customer and partner behavior, as well as the changes required to reduce claim costs while improving the effectiveness of claim systems by preserving that all-important human connection.