Redefining insurance claims service in the digital age


A high wind just brought a tree down on a customer’s house. Meanwhile, another customer watches helplessly as his basement fills with water. For both of these insureds, the world has just spun out of control. And now, in the midst of this upheaval, each of them must also file an insurance claim.

For many insurers — often using claims processes and technologies that are up to 40 years old — the chance to deliver a positive customer service experience during these times is still a struggle. Thankfully, the days of customers exchanging information over the phone, spending too much time on hold, filling out paper claim forms and facing a lengthy claims settlement process are waning. Innovators who can use digital transformation to enhance the customer experience during the claims process can quickly gain a competitive advantage.

A seamless, straightforward process

A new generation of digital and mobile technology is available for this purpose, but many insurers lack the expertise to leverage it effectively. Opening up firewalls, integrating new and legacy systems, placing capabilities into the hands of customers and employees, and enabling seamless collaboration are just some of the challenges insurers struggle to overcome. Progress doesn’t have to be difficult. Cloud can be a tremendous enabler in this situation, letting you rapidly deploy, openly integrate and seamlessly render new digital tools that can interact in a well-managed way with legacy IT.

A cloud-based digital platform with a self-service portal allows customers to quickly file claims and submit evidence, using their preferred devices and methods of engagement, at any time and from anywhere. The result is a single digital record where all parties, including the full supply chain, can access details of the claim for adjudication, settlement and even remediation.

Customers can access the service to track their claim’s progress, and insurers can make faster and better-informed decisions based on factual evidence. Throughout the claim life cycle, automated emails and SMS “push” messages keep the customer informed of the progress of their claim, eliminating the need for them to call their insurer.

Proven results

The ultimate goal of an improved claims process is to deliver shorter claim life cycles and an improved customer experience. But when insurance companies digitize their claims processes, they also realize huge benefits themselves. Improved efficiency, lower administration costs, reduced fraud and better leverage of skilled adjusters are just some of the benefits we see insurers realizing.

For a Florida-based insurer, implementing a new claims solution proved its worth in a dramatic way. As catastrophic Hurricane Irma barreled toward Florida in 2017, the insurer implemented a digital claims solution in just 5 days, including the integration to a cloud platform and customized templates. With the solution providing tremendous assistance to the claims adjusters, the company was able to process more than 3,000 claims in just 3 days — resulting in faster resolution and high levels of customer satisfaction.

Although thousands of claims poured in, its call center saw a huge drop in activity because many customers self-reported their claims online. In many cases, the visual evidence provided by the customer, videos and photos, was good enough for the insurer to authorize repairs without the need to send an adjuster to inspect the property.

When you’re able to put time-critical, labor-intensive aspects of the claims process into the hands of your customers, you’re giving them more than a great claims experience. You’re giving them back control over the outcome they desire.

Learn more about DXC Digital Claims, powered by 360Globalnet.

Eddie Coulthard headshotEddie Coulthard is the Digital Claims Offering Manager for DXC Technology. In this role, Eddie helps DXC clients to transform their claims processes with state-of-the-art digital services. He is based in London.

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