The power of technology
Claims is the “shop window” for insurers, according to Scott Feltham at global contract food service company Compass Group. Nowadays, however, insureds are quite likely to interact with the department through a screen on their phone.
Technology has revolutionised the claims process in both the front and the back office: that was one key observation from a session of Intelligent Insurer’s Re/insurance Lounge, the online, on-demand platform for interviews and panel discussions with leading players on all sides of the market.
As well as Feltham, group insurance manager for Compass, editor Wyn Jenkins was joined by Helene Madell, chief broking officer, commercial risks solutions, health solutions and affinity at Aon; Irene Stavrou, head of commercial claims at Liberty Specialty Markets, the London-based insurer with 1,900 employees and 65 offices worldwide; and her colleague Carol Baker, head of customer proposition.
The panel looked at how technology is changing claims, what it can’t change and what’s to come.
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