Claims processing

When it comes to insurance and digitization, many focus primarily on marketing and sales. This is not without reason, because in other industries companies with such a focus have enormous success, as Amazon in particular has demonstrated very impressively. Insurance companies, however, have some unique points of contact with their customers where they could really shine with digitization. This includes the processing of damages.

Save customers stress and paperwork

Only in the event of a loss or crisis do customers know whether an insurer can and will keep its promises and look after its customers. And this claims management can be significantly improved with digital processes.

A claim is never a cause for rejoicing for a policyholder. In addition to the damage or loss of an item, there is the fear that there is a lot of paperwork for the insurance company. Forms need to be filled in and sent out, and this often leads to open questions.

The insurer’s aim is to process claims efficiently and cost-effectively. One key lies in identifying claims that are automatically forwarded to experts or better to systems.

It becomes more interesting with more individual damages, which cannot be processed routinely. With digitization, insurers can simplify individual processes. For example, a user-friendly chatbot could be conceivable, which would communicate with the customer immediately after the damage has occurred. With current technologies, machines can behave very personally and questions can be answered simply by text or voice communication.

Settle damages in a few hours

In a further step, insurers could examine the damage without hesitation. No employee has to go to the customer for this: Especially in the case of minor damage, the digital transmission of photos and log data could be sufficient to check the damage report and arrange for payment within a short time. The customer is not only pleased about the fast processing, but also about the fact that he does not get to see a piece of paper during the entire process. But all these are just a few examples of the opportunities offered by digital technology.