Customer Experience and the Future of Automated Claims Processing for Consumers

| April 12, 2019

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As auto insurance carriers are increasingly applying automation to increase efficiencies, reduce costs and improve their competitive edge, consumers are also benefiting from increased automation – an insight we uncovered while conducting research for the 2019 Future of Claims Study. In our 2017 Future of Claims study, we looked at where carriers stand on the automated claims processing continuum―ranging from Traditional to Fast Track, and from Virtual to Touchless claims handling processing. For the 2019 version, in addition to an insurance carrier survey, we conducted a consumer survey to understand whether or not carriers’ actions align with consumer needs. Our overarching goal in conducting this research was to gather insights that can help carriers align with current consumer preferences while continuing to expand the benefits they’re gaining from automation. The good news is, for the most part automated claims processing practices dovetail very nicely with the desires for a better consumer experience―with a few important caveats.

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SLB Insurance Group

SLB Insurance Group was started in 2000 to distribute insurance products to retail agents who do not have access to premier markets due to agency size, coastal location, or company volume restrictions. We represent multiple admitted & non admitted carriers and pride ourselves on being the “path of least resistance”. Send your risks in and leave it to us to offer the best quote possible.

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