LexisNexis Risk Solutions has released a study on “The Future of Claims: Touchless Claims Study”. A “touchless” claim is defined in the study as a claims handing process that requires no insurance carrier employee intervention at all. The research found the demand for faster cycle times, reduced expenses and customer service is driving the move towards virtual claims. Insurance executives recognize the importance of increasing claims automation as a critical or top priority.
Driven by tech-saavy Millennials, the goal is to have more self-service options with reporting, investigation and claims. Telematics and artificial intelligence will play an increased role in this process. Large insurers will have the resources to invest in technology and will benefit from the efficiencies given their large claims volumes. Smaller carriers who focus on the customer experience will also benefit.
Some insurers have reservations with virtual claims due to concerns with fraud, reduced customer interaction and inaccuracies. Despite these concerns, the trend is moving towards automation and the benefits of a virtual claims process is clear.