media emerged, where bad reviews about
claims experiences could travel networks
in milliseconds. Apps created the opportunity for self-reporting. Many things
that the adjuster used to focus on went by
the wayside. What didn’t was their need
for consistency and quality in the five key
areas discussed earlier.
Recently, a claims executive asked me,
“Could I replace my claims operations
with robots?” The answer is not a yes nor
a no. At least not as of today and probably
not for the foreseeable future. Can a robot
handle a tow or glass claim? Yes. Can technology and analytics properly route claims
and identify recovery opportunities? Yes.
Can a robot have a meaningful call with
a customer whose vehicle was totaled?
Think of the love between Americans and
their cars and the answer becomes pretty
clear. I think of my car, Brad. I loved Brad.
I was beside myself when I totaled Brad.
That is a pretty personal relationship.
Could a robot have a meaningful dia-
logue with an attorney about an injured
claimant? Hey Alexa, what is the value
of a disc bulge in Dade County, Florida,
for the L- 5 S- 1 with spondylosis indica-
tive of mild degeneration? Press one if
my offer is sufficient, press two to make a
counter offer. There are still some aspects
of claims where the human touch is key.
There is still a need for talented adjusters
who can use experience, savvy and wis-
dom to achieve the right outcomes.
Will this always be the case? The an-
swer is we don’t know what we don’t
know. What we do know is that humans
will always need insurance to protect
lives and restore dreams. We also know
that adjusters are retiring faster than they
are being replaced and the average age
of the workforce is one of the highest of
any occupation. Now is the time for us to
focus on adjuster efficiency. By leverag-
ing the trifecta of people, processes and
technology, the adjuster can be freed up
to focus on the critical aspects of claims,
with non-essential tasks being performed
in the background by those who can help
Christopher Tidball (chris.tidball@
exlservice.com) is the vice president of
sales and claims transformation strategy
at EXL. He is a former claims executive
and the author of multiple books,
including Re-Adjusted: Taking Your
Claims Organization from Ordinary
CASUALT Y 360˚
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