Report: Claims Handlers Embracing Technology

April 23, 2024

Polling of U.K. and U.S. insurance claims handlers shows 95% are confident technology will significantly impact claims processing in the next five years.

The polling by insurtech shows 55% of respondents say they struggle with reviewing and processing claims documents and evidence, and the same number are unhappy with compliance and reporting.

More than a quarter (28%) of claims handlers say they receive complaints about delays or lack of communication, 20% say they experience requests for more transparency in the claims process and 17% say they receive suggestions for faster processing, the polling shows.

More than twice as many U.K. claims handlers are struggling to retrieve and review claims documents and evidence compared with US counterparts (36% vs. 14%), the polling shows.

Other results show:

  • 35% of motor insurance claim delays result from inadequate customer information.
  • 30% of pet insurance claim delays are caused by document retrieval and review.
  • 30% of health and dental insurance delays are due to approval processes.

The research was conducted in March to April in collaboration with Opinium.

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