Trends Report

The Claim: Where Humans Still Rule Over Machines

Leverage Technology That Brings Out The Best In Your Humans

September 10th, 2021
Ellen Carney, Principal Analyst
Ellen Carney Principal Analyst
With contributors:
David Hoffman , Christiana Lano

Summary

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.

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