Claims Focus 2018, No. 2
Issue: January 2019 |
L/H General Industry
By Ross Campbell, Life/Health Chief Underwriter, Research & Development, London
Mary Enslin, Life/Health Claims Specialist, Cologne
Rob Frank, Life/Health Manager Claims, Sydney
Pei Nee Yong, Chief Underwriting, Singapore
Our lives get more and more digital. In your personal life as well as in insurance work, the relevance of digital platforms, data analytics, cloud computing or the Internet of Things is growing day by day. The same is true for digital technologies as part of the claims assessment process. This is reason enough for a closer look: What are recent digital developments in our field?
Karin Brendel starts with an analysis from the product development perspective. She introduces steps towards more customer-centric and eventually personalised insurance products. The article discusses how modern technologies can help make it real.
Online forms, digital claims portals, applications on smart devices, live online chat – Mary Enslin introduces these digital alternatives for paper claims forms. She also gives an overview of digital ways of collecting claims evidence and the potential of data analytics for monitoring.
Ross Campbell shows how major players of the insurance industry can work together with start-ups – for example to put digital technologies to work in income protection claims. Find out more about the opportunities start-ups can offer in Ross’ interview with Michael Levens from TrackActive.
Previously, Clio Lawrence analyzed the relevance of behavioural economics for the communication process – in particular concerning return to work, rehab programmes and customer satisfaction. In this edition, Rob Frank brings us the Australian perspective and gives examples of how subtle nudges and text message notifications can positively influence the claims process.