Sponsored content: Mark Bates, chief executive at RDT, examines how the claims handlers of the future could be supplemented by technology
The field of insurance claims processing is undergoing a huge transformation, driven by technological advancements and evolving customer expectations.
This evolution is creating a new breed of digitally adept claims handlers and product owners, which reflects the shift toward digitalisation.
Future specialisations
As we look to the future, the role of a claims handler is set to move into distinct specialisations, including –
- Digitally enabled customer advisors – professionals who focus on straightforward claims, but use digital tools to process them, providing a rapid service with the human touch that some situations still call for.
- Complex claims adjustors – specialists handling intricate claims that exceed the capabilities of current automation technologies.
- Claims prevention specialists – experts dedicated to spotting potential risk factors and implementing strategies to prevent claims, thereby reducing costs and enhancing customer satisfaction.
- Claims technology product owners – professionals responsible for creating claims-related technology solutions, bridging the gap between technological advancements and practical, everyday claims processing.
The future of insurance lies in placing human interaction where it has the most impact and using technology to augment claims handlers’ effectiveness. This approach merges automation and human expertise to maximise impact, rather than choosing one over the other.
The transformative potential of claims rules engines, particularly RDT’s agile composition engine (Ace), promises to enhance efficiency, foster robust ecosystems and swiftly realise value.
Technology in action
As an insurer or broker, imagine a deluge of claims arriving. Ace would spring into action to categorise and prioritise the claims and then would swiftly identify those needing human input, either because of their complexity or circumstances, while seamlessly handling the rest itself.
The technology executes vital actions such as validation, approval and payment, ensuring precision, speed and consistency. It integrates with the supply chain, collaborating with trusted partners through APIs, to free up resources for more involved cases.
Ace also notifies claims handlers when it encounters a series of data points outside of agreed parameters, meaning human intervention is required. It collects all necessary data from external sources, such as accident reports and vehicle assessments, arranging it logically for review.
It’s a future in which claims handlers use Ace’s guidance and automation to navigate a claim’s complexities. The tool integrates insights and decisions into the workflow, updating the claim status and triggering notifications to all parties.
Every day, Ace orchestrates a mix of human and automated interactions, handling motor insurance claims in a way that dramatically reduces manual effort. Ace handles routine tasks and data-driven decisions, ensuring that human expertise remains integral for nuanced cases, empathetic customer service and strategic decisions.
Decisions are also recorded, allowing the tool to learn and adapt. Engines such as Ace are pivotal to revolutionising the future of claims handling.
By combining technological advancements with human expertise, tools like this ensure that claims processing is efficient, precise and customer centric.
This not only enhances the operational capabilities of insurers, but also sets a new standard for the insurance industry, making it more resilient, adaptive and responsive to the evolving needs of consumers.
- To find out more about RDT’s technology, click here
