Goodbye 2020. Five Areas ofFocus for the New Year
By Ernie Bray, CEO of AutoClaims Direct, Inc.
AutoClaims Direct (ACD) is a collective of seasoned insurance, finance, marketing,tech and customer service leaders dedicated to creating real and provensolutions that meet our clients’ objectives today and into the future.
ADVERTORIALIT GOES WITHOUT SAYING THAT 2020has been a year like no other. For thosewho know me, I focus on positivity anddrinking from a half-full glass. Duringthese many months at home, I’vecentered on what I can control ratherthan what’s out of my control. Like you,this pandemic year has taught me thatchange and the ability to adapt is vital inall aspects of our lives.
When it comes to the world ofinsurance claims, we’ve had a front rowseat to witnessing a seismic shift in digitaltransformation in so many areas. Zoommeetings became a daily occurrence,webinar and podcast growth wentthrough the roof and virtual conferencesbecame the norm.
Numerous insurance carrierstransitioned to a work from home modeland virtual claims rose to the forefront.Here’s the big question mark…is the shifttoward digital crisis based or will itcontinue as a true catalyst for long-termpositive change?
While the transformation torch hasbeen lit, it’s critical to continue thismomentum and not return to past habitsof inefficiency. From what I’ve read,heard and discussed with peers, thereseems to be a real appetite for change andinnovation. This is music to my ears!
As 2021 comes into view, and with itthis dynamically shifting landscape, myadvice is to focus on these key areas:
1. Use a processed focused approach.
The key to digital isn’t simply to push
“digital paper” but to create a process that
streamlines workflows and removes
needless touches. Make the adjuster more
efficient and remove the “noise” that
distracts from high-value core tasks.
2. Ask yourself, are you helpingaugment your team’s (adjusters) skills?Focus on true ROI. Laser in on the realday-to-day use of technology solutions.AI for the sake of AI has no value if it’ssimply just a shiny new object. Much ofwhat’s hyped are only partial tools thatdon’t move the needle on results.
3. Remember that self-serviceshould be considered as one method ofinspection. Self-service and touchlessclaims are the right choice in certainsituations but fail in others. Just becausea customer can do a task doesn’t meanthey should. Claims and insurance is ahuman business where empathy andcustomer service matter a lot.
4. A flexible model is essential.Delivering a great claims experience ismeeting the customer where they want tobe met. No matter how much an insurerwants to eliminate human touches, thecustomer decides on the experience theywant. Several options in how to servecustomers are needed, they make thechoice.
5. Partnerships and ecosystems.Simply put, the claims process which mayappear simple from the outside, is inreality an orchestration of expertisemeshed with technology and serviceproviders working together in the bestinterests of the customer. No onecompany is an expert in all facets andmelding the best of all partners togetheris the wave of the future.
We’re in a unique place wherechange is happening fast. What shouldn’tchange is a laser-like focus on whatcustomers need and expect.
At ACD, we thrive on forwardmomentum and continuousimprovement. At our core are people,process and innovation that bring forthflexible solutions that help carriersdeliver an exceptional claims experiencefor the here and now, and also into thedecade ahead.
RESOURCES YOU MIGHT LIKE:
– The Aite Group Webinar on how digitalis changing the claims workflow:http://bit.ly/DigitalClaimsProcessingWebinar– Reuters Events Connected Claims 2020Report featuring contributions and casestudies from Farmers Insurance, AvivaCanada, Texas Mutual, Founders Insurance,and ACD. Request the report here:http://bit.ly/ConnectedClaims2020Report– Focus on Claims Podcast: I highlightinteresting people, company and trends inthe insurance industry. Follow the show onApple Podcasts:http://bit.ly/FocusOnClaimsPodcast
Ernie Bray, ( firstname.lastname@example.org)
is the CEO of AutoClaims Direct,Inc., an insuretech delivering theleading virtual claims workflowtechnology to auto insurers.