The CII New Generation Claims Group has published research investigating how technology and innovation is changing the claims environment and the professional skillsets required of professionals.
It is evident that technology is already changing the claims environment rapidly. The 445 claims professionals surveyed believed that the automation of small claims is a very likely outcome, which may have an impact on customer satisfaction scores, whereas complex claims handling is expected to still require some element of human input.
The insight concluded that 2020 not only saw a rapid increase in hybrid working but also a change in perception and willingness to engage with technology, and the insurance sector will need to make important changes to enable the future workforce to thrive going forward.
As claims roles vary according to sector, department and experience level, an important element of consideration for the research project was the extent to which technology will influence these roles.
Read the full report here: https://bit.ly/3QeTsM7