Duck Creek: a four-part framework for claims considerations

​Insurers looking for guidance on how to configure their claims operations to meet business strategies were provided with a four-part framework by Matt Sheridan, Senior Director of Product Marketing and Strategy at Duck Creek Technologies, a Boston-based provider of software-as-a-service (SaaS) enterprise software to the property and casualty (P&C) insurance industry.

Sheridan delivered a keynote presentation, “Business to Human: Configuring Claims to Meet Business Strategy,” during the first-ever Claims Innovation Virtual Event, organized by Intelligent Insurer. The session, which took place on October 28, was moderated by Paul Carroll, editor-in-chief of Insurance Thought Leadership.

“There are high-level important aspects and strategies carriers are going after, such as driving efficiency improvements, better customer experiences, and greater innovation,” Sheridan said.

When people think about improving the claims process, they tend to think about it in terms of outcomes, he said.  These outcomes—efficiency, personalization, accuracy, and empathy—form the four-part framework.