The claims sector has come a long way since teams took phone calls and jotted down details of incidents then asked for diagrams to be sent in by post. Yep, that stuff actually happened before smartphones. But even though tech has evolved there is still a way to go when it comes to processing claims. New tools like automated software, voice analysis, or fake photo analytics etc are useful, but staff need to be trained to get the best from the toolkit inside their laptop or tablet.
Here’s the word from RDT;
RDT calls on insurers, technology providers, and industry bodies to work together to develop training programmes and career pathways that equip claims professionals with the skills they need to thrive in a digital-first environment. Insurers must enhance their claims teams with advanced technologies to stay competitive. As claims management evolves towards digital integration, collaboration across the insurance ecosystem becomes essential. RDT believes that the digitalisation of the insurance sector will transform claims handling, creating opportunities for new roles such as digitally skilled claims handlers and technology product owners.
Joe O’Connor, Deputy CEO of RDT, stated:
“As digital transformation continues to reshape the insurance sector, the role of claims handlers will evolve. The claims professionals of tomorrow will need to be technologically savvy, understanding both the technical aspects of claims management systems and the nuances of customer service. This blend of skills will help insurers not only to process claims more efficiently but also to provide a more personalised and empathetic service to their customers.”
“The creation of new roles like digitally adept claims handlers and technology product owners will be central to this evolution. To ensure that the industry is ready to meet the challenges and opportunities of the future, it needs to start preparations now.”
As insurers increasingly adopt automated processes, artificial intelligence (AI), and data-driven decision-making, there is a growing need for professionals who can navigate this new landscape.
According to RDT, the future of claims management will require a workforce that is not only proficient in traditional claims handling but also adept at working with digital tools and technologies. This shift is creating demand for new roles such as digitally adept claims handlers, who will be skilled in using AI-powered claims assessment tools, and technology product owners, who will oversee the integration and performance of claims management systems within insurance firms.
RDT explores how the digitalisation of the insurance sector is set to revolutionise claims handling in its white paper titled “Navigating the Future of Claims Management”.
RDT’s white paper highlights that digitalisation in claims management is not about replacing human roles with machines, but rather about enhancing the capabilities of claims teams through advanced technologies. The use of AI and machine learning algorithms can streamline the claims process by automating routine tasks such as data entry and initial assessment, freeing up claims handlers to focus on complex cases that require human judgement and empathy.
Moreover, the introduction of technology product owners will ensure that claims management platforms are continuously optimised for performance and user experience. These professionals will act as a bridge between the technical development teams and the end users, ensuring that the technology solutions implemented are aligned with the needs of both the business and its customers.
Be the first to comment