At this point in time, it has become accepted that automation is either on its way to your industry or has already arrived.
For many auto insurers, automation has not only arrived but has transformed the overall claims process for the better.
It’s a win-win situation for both insurers and customers, with automation helping insurers do their jobs more efficiently and providing more convenience for their customers.
Insurers who have effectively implemented automation into the claims process can possibly have huge benefits across the board, especially when it comes to reducing operating costs and increasing customer satisfaction.
So, accepting that automation is here to stay, it’s important to examine the most effective ways for insurers to implement it if they aren’t doing so already.
However, automation is not something everyone embraces.
The key for insurers is to understand this fear and balance it with empathy.
Insurers that understand how to do that effectively will be the most successful in implementing automation into their claims.
While consumers, especially millennials and Gen Z, increasingly demand self-service and digital access, there are times their biggest desire is actually human touch.