When it comes to insurance and digitisation, many focus primarily on marketing and sales. This does not happen without reason, because in other industries companies with such a focus have enormous success, as Amazon in particular demonstrates very impressively. However, insurance companies have some unique points of contact with their customers where they could really shine with digitisation. This includes the processing of damage.

 

Save customers stress and paperwork

Only in the event of a claim/crisis do customers find out whether an insurer can and will keep its promises and look after its customers. And this claims management can be significantly improved with digital processes.

A claim is never a reason for a policyholder to be happy. In addition to the damage or loss of an item, there is the fear that a lot of paperwork is due for insurance. Forms need to be filled in and sent out, and there are often unanswered questions.

The insurer's aim is to process claims efficiently and cost-effectively. One key lies in the identification of claims, which are automatically forwarded to experts or, better still, to systems.

It becomes more interesting with more individual damage that cannot be dealt with routinely. With digitalization, insurers can simplify individual processes. For example, a user-friendly chatbot that communicates with the customer immediately after the damage has occurred would be conceivable. With current technologies, machines can behave very personally and questions can easily be answered by text or voice communication.

 

Settle damage within a few hours

In a further step, insurers could assess the damage without digression. No employee has to drive to the customer for this: Particularly in the case of minor claims, the digital transmission of photographs and log data could be sufficient to check the claim report and arrange for payment within a short period of time. The customer is pleased not only about the fast processing, but also about the fact that he does not see a single piece of paper during the entire process. But these are just a few examples of the opportunities that digital technology offers.

Policyholders, whether individuals or businesses, expect self-service tools, push alerts, mobile features and more. You want to understand the process from start to finish and gain some control.

More than other companies, insurance companies have the opportunity to retain customers over the long term and to set themselves apart from the competition with outstanding service. When they rise to the challenge of "digitisation".

 

Other aspects of digitisation

New technologies such as blockchain will have an impact on the processing of claims. Smart Contacts will enable insurers to further automate claims.

Internal processes are devoured. How can we prevent policyholders and agents from making too many calls to the service centre and causing unnecessary costs? Insurers can install IT services that automatically notify stakeholders of claims status through digital channels - messengers, bots, email, and portals.

Digitalization of damage processes means that these processes can be automated more easily and quickly, thus avoiding individual errors.