Claims Processing

To capture the value of digitization, claims functions adapts transformation to become a customer-centric and digitally enabled organization that excels in the three functional areas of claims—customer experience, efficiency, and effectiveness.


A true digital transformation within claims integrates focus on the customer with a value-driven approach. Insurers must adopt a customer-centric mind-set and undertake an end-to-end reassessment of their customer interactions, beginning with the most relevant customer journeys.

Abstract image for claims


  • Increased claims efficiency: Makes it possible to streamline traditionally disjointed claims management practices, which can result in drastically faster processing and reduced claims cycle times.
  • Improved customer experiences: With digital claims, insurers can improve customer service while lowering expenses with automated tools.
  • Modernized operations and faster innovation: With claims technologies, insurers can modernize many facets of their operations, which causes a domino effect where other insurance functions can also be improved.
  • Damage assessment: Insurers and customers can communicate about and work through the initial stages of the claims process using AI technology.
  • Customer interaction: Chatbots are now playing a vital role during the initial reporting of a claim allowing customers to report incidents anytime, anywhere and begin the process much faster.
  • Fraud detection/management: AI and machine learning provide much-needed new capabilities for the early identification of potential fraud, as well as new tools for fraud investigators.



Claims processing is one of the most important and involved aspects of insurance, and as such, it means that many insurers could probably make significant improvements to their business model by streamlining the claims process.

Read more about InsurTech