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Claims management is a priority issue for property and casualty insurers. Filing for a claim is the “moment of truth” for an insurance customer—the time when the insurer demonstrates its ability to process information quickly and efficiently, analyze the situation and act upon the facts provided. Many P&C insurers, however, operate with claims systems that are less than optimal. Key functions often prove inadequate in facilitating faster loss reporting, improving adjuster efficiency, increasing customer satisfaction, quickly adapting to market changes, and providing actionable management information.
In quantitative survey research with C-level claims executives conducted in mid-2012, Accenture found that most insurers agree on the lack of modernity and flexibility of their claims management systems, especially in terms of allowing change in system behaviors and business processes and in addressing consumers’ evolving needs. US P&C insurers plan to invest an average of $17.5 million in their claims functions over the next three years, and more than one in five plans to invest more than $20 million.
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24 January 2013
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