Insurance companies must invest strategically to unlock the long-term commercial value of a digitally enabled claims workforce and, in doing so, enable superior customer service.
Claims fulfills a vital front-line role with customers, in addition to being the largest and most expensive business function in the non-life insurance sector. As such, it continues to attract a high level of investment.
In recent years, most insurance companies have introduced significant process automation and technology change to increase the efficiency of claims. And in a challenging operating environment, they have also drastically reduced headcount in the claims workforce.
Accenture believes that this “dash to digital” has overlooked a vital factor. To truly differentiate themselves in an increasingly competitive marketplace, insurance companies must invest strategically to unlock the long-term commercial value of a digitally enabled Claims workforce and, in doing so, enable superior customer service.
This piece explores in greater detail how insurers can unlock the potential of a digitally enabled claims workforce.
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