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What's driving change in claims management?

#1 User is offline   hukildaspida 

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Posted 06 December 2012 - 12:00 AM

Click on the link to read the results of the opinions

Delivering results through claims technologies

What's driving change in claims management?


http://www.ey.com/GL...ims-management-

Customer experience is a top priority

Customer experience is a top priority for most insurers and the customer is at the center of many of the changes currently taking place in claims management.

A huge 65% of UK respondents and 40% of those in Germany pointed to “customer expectations of speed and efficiency” as the main factor driving change in claims management across the insurance industry.

What are the main factors driving change in claims management across the insurance industry?



Fraud contributes to higher costs

The highest percentage of respondents identified claims fraud as a contributor to rising claims settlement costs.

Furthermore, a significant 50% of respondents in Spain and 40% of those in Italy identified “better fraud management” as one of the main reasons behind improvements to claims management.

Which issues do you feel are contributing the most to rising claims settlement costs?


Avoiding criminalizing customers with fraud detection

Insurers are also aware that they need to tread carefully when tackling potential fraudsters.

It is important that genuine claimants do not feel they are being treated with suspicion. In France, 65% of those questions said that the major challenge in claims fraud detection is the risk of criminalizing customers with the use of anti-fraud technology.

What are the major challenges in claims fraud detection?



Addressing claims leakage

Each country takes its own approach to the problem of claims leakage. Survey respondents cited increasing automation in the claims process, streamlining business processes and training and development of staff as ways they are deal with claims leakage.

What is your organization doing to eliminate claims leakage?
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