Published On: June 14, 2023
“I have Claims Staff who are waiting for 40mins on hold to speak to an Insurer, some insurers will only let you ask about one claim, others will let you speak about a few claims”
While the rest of the world is getting excited about AI, chatGPT etc… we seem to struggle in insurance with technology. A good friend once said to me “it’s not that you are any good Stephen, it’s just that you can swim in a very still pond!”. He’s still a good friend and I’d like to think that we as an industry that we’ve moved on, at least a bit!
I’d argue we still haven’t moved far enough. We have too many examples of double keying information, our main systems don’t readily use Open APIs. Too many IT providers are more focussed on their own competitive advantage than they are on making the industry efficient, and on helping the customer. This creates a real threat, the threat of Tech giants coming in and revolutionising insurance propositions. As a sector we need to find ways of sharing data compliantly to help each other, to add value to the industry.
There has got to be a better way to handle claims than to have claims handlers and members of the public on call waiting. Mapping customer journeys and offering different ‘connected’ options has got to be the way forward.