News & Insights

Claims and the emergence of Artificial Intelligence (AI)

Published 25 September 2017

21 September, 2017 – Sydney. 250+ Claims and insurance industry professionals gathered under one roof to discuss the critical importance of maintaining customer focus throughout the claims process at this year’s ANZIIF Claims Convention.

Attended by Gallagher’s Head of Claims, Adam Squire, and several members of its Australian Claims team, the conference provided valuable insights and constructive debate on different aspects of the customer experience including digital, in-person and the growing role social media is playing in transforming the traditional claims management model.

Monique Trautwein, Senior Claims Executive, attended the event and provide more perspective, “The conference opened with a panel discussion focussed on current issues within the claims space and the emergence of Artificial Intelligence (AI) in the insurance industry.”

“A central theme in the discussion was the role AI will play in transforming claims processing and the speed at which customer claims are handled.”

“Adam Squire participated in one of the panel discussions and cautioned insurers not to use AI as a purely cost saving initiative but as an opportunity to evolve the role of a Claims Handler beyond a purely transactional experience.”

“This was further backed up by John Price, a representative from the Financial Ombudsman Service(FOS), who was in broad agreement with Adam’s earlier point on the critical importance of a customer experience versus transaction. Over the past year, FOS have noticed a marked increase in claims they have received that could have been settled using the Insurer’s IDR processes rather than resorting to FOS to settle the issue.”

“All of this points to the importance of working with a partner with a strong claims advocacy culture, something which we’re extremely proud of and actively engaging with insurers every day to ensure we achieve the right outcomes for clients.”

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More information on Gallagher’s approach to claims management and our culture of claims advocacy can be found on our website.

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