Speaking at the TIN Digital Claims Conference, Joe O’Connor, Deputy CEO of RDT, highlighted the pivotal role of human-centricity in claims management. O’Connor emphasised, “Humans are at the centre of Claims – both the claimant and the handler. Automation is not the enemy; it enables speedy and accurate communications of simple steps to the claimant and equips the handler with all relevant information.”
It’s an important point as the insurance sector becomes more digital each year, with the real danger that vulnerable customers and some older people, will struggle to cope with an app-based system, where the end user is expected to manage a great deal of admin themselves.
In addressing the complexity of technological solutions, O’Connor remarked, “There is no silver bullet technology solution for claims processing. Even the simplest of claims may demand the application of multiple, best-of-breed technologies.”
O’Connor challenged the audience on the evolving landscape of Claims Administration Platforms, noting that in some markets, providers have sought to resolve by enabling data to be drawn into the back office. RDT believes that in the future it will be best-practice to apply an automated decision engine to bridge technologies and operators seamlessly, delivering a future-proof approach that transcends legacy systems and under-resourced platforms. RDT’s pioneering efforts have already borne fruit, with the successful deployment of their automated decision engine, ACE, at two high-volume P&C MGAs, demonstrating remarkable results.
“We believe in pushing boundaries and expanding proof points, and we will be doing so in Home and Specialty lines in the coming months,” O’Connor added. “The results so far gives us confidence that our thesis is correct, “ he said.
RDT’s expectations for the future in claims processing have been delved into in a new whitepaper, the Future of Claims, offering a comprehensive forecast of the sector’s prospects. The key thrust of the paper is that efficiency and customer experience in claims processing will benefit from a balanced approach integrating technology and human-in-the-loop. This entails an expanding use of data, advanced automation, and the emergence of an open insurance environment.
RDT is committed to innovation and is guiding insurers and MGAs through this evolving landscape. The ACE platform, with its unparalleled efficiency and ecosystem-building capabilities, stands at the forefront of this journey towards value realisation. With RDT’s expertise and market-leading solutions, it is focussed on driving meaningful change and shaping the future of claims management.
RDT’s whitepaper, ‘Future of Claims’ can be downloaded from the RDT website –
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