Fully digitising claims to deliver personalised and real time customer experiences will, crucially, bring the whole claims process 'into the modern world', argue insurance industry experts.
Taking digitisation beyond first notice of loss and balancing the digital requirements of all customers were two of the hot topics discussed during the Claims Innovation Virtual Event, organised by Intelligent Insurer in October.
“How to go beyond the first notice of loss (FNOL) is really the key. So much of the cost and process of working through a claim is after the FNOL,” said Martha Frye, senior vice president, property and casualty personal lines claims, Nationwide.
She added: “We’ve heard from our customers: they want to talk to someone at FNOL, to make sure we’ve got it and that they understand the process and what they should expect. Tackling all that occurs after FNOL is the place we’re trying to spend the bulk of our time and work on innovation.”
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