20 ITAPro // December 2016 // www.emagazine.ITApro.org
It’s no secret there are two points of interaction that normally occur between an insurer and in- sured. The insured shops and buys a homeown- er’s or renter’s policy from an agent or directly
from the insurer. The insured then receives a copy
of their policy, which normally sits in a drawer or
file cabinet until the second interaction occurs—
either policy renewal or a claim.
It’s not a secret that the claims interaction
between an insurer and the insured is, in some
cases, not a pleasant experience for either side.
The dynamic between the insurer and the insured
has, in many cases, been predicated by mutual
distrust, which quite
often is a direct result
of rampant fraud and
an increase in bogus
Insurers want to
settle claims faster,
avoid litigation, and
limit the size of their
pending claims file.
Insureds want to
make sure they are
receiving best-in-class customer service and a fair evaluation of their claim. Insureds
feel they should not have to dispute the validity or
the value of their claim.
What has been one of the great barriers to the
claims process—and to the policy lifecycle—is the
lack of consumer centric features in legacy policy
and claims systems that are still being used by a
larger percentage of carriers, not just in the U.S.,
but all over the world.
Emerging technology is
changing the face of claims
By Andre J. Nieuwendam
Andre J. Nieuwendam