19 AUGUST - 2023WHILE MOST DIGITAL CLAIMS PROCESS HAS BEEN IMPLEMENTED TO SUPPORT THE NEEDS OF INSURERS AND THEIR AGENTS, IT'S IMPORTANT TO LET CUSTOMERS KNOW YOU HAVE MADE INVESTMENTS TO IMPROVE THE CLAIMS PROCESS FOR THEM AS WELLinsurers can utilize RPA to validate simple customer claims. Once details are confirmed, coverage can be determined and estimated with RPA, enabling claims to be settled in seconds.The advanced capability of RPA saves insurance agents time, which should be recycled back into the customer experience. According to Forrester, 60% of executives say RPA enables employees to focus on more strategic aspects of their positions. Insurers must ensure their agents are leveraging the time gained to perform customer-facing tasks like reaching out directly and engaging with customers--to help maintain the human touch in the face of increased digitalizationHelp Customers Utilize Innovated Tools like Augmented Reality MeasurementsWhile most digital claims process has been implemented to support the needs of insurers and their agents, it's important to let customers know you have made investments to improve the claims process for them as well. The implementation of tools, like augmented reality measurement tools, saves customers time and hassle during the evaluation process. No longer must homeowners walk toe over heel as if they are testing their balance to measure the dimensions of their living room. Augmented reality measurement tools enable customers to generate accurate, full-scale measurable views of damages and the surrounding environment using a cell phone. Today, an increasing number of smartphones come equipped with Light Detection and Ranging (LiDAR), allowing homeowners to take photos and use apps, like PLNAR, that convert data into a 3D rendering of the photographed room and its contents. New opportunities for digital innovation in insurance processes are coming to light daily. Soon, we will be able to take leverage AI, RPA, weather data, satellite and drone footage, and customer-provided photos to settle claims. As the insurance industry continues to implement advanced technology, it is critical to maintain the human touch that many customers still desire. By balancing innovation with human interaction, insurance carriers can enhance the efficiency of the claims process while nurturing and improving their customer relationships and overall experiences with their organization.
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