According to Melissa Icban, ARM, assistant vice president of claims at Sedgwick, today's
workers' compensation systems can be overwhelming for injured workers. And that worker
may need a sympathetic person to help guide them through it. "You're not going to be
comforted by a robot," she says. "You need to hear that voice on the other end. Part of our job
as claims professionals is advocacy and that absolutely cannot be replaced by a robot."
The Latest Word in Technology
A new phrase has entered the lexicon of insurance processing and technology:
intelligent automation. This is where companies identify and employ automation at
different points in the customer journey. One key function is the process of ongoing
communication between the various parties in the claims process -- injured party, legal
representative, medial provider, repair contractor, outside adjustor, and the insurer.
Automation can help provide important communication via email or text alerts when the
status of a claim changes.
Benefits of A Modern Claims Management Solution
The benefits of the new digital technologies are clear. Deploying enhanced data, analytics
and automation into the claims process is helping to redesign the claims journey. One that
offers:
Claims that can be assessed and settled in minutes, if not seconds
Personalized, omnichannel communication with customers
Improved outcome analysis and loss retention
Improved claims triage and adjudication
Enhanced product pricing and design
The time has come to transform claims management into a customer-centric, digitally
enabled operation that drives customer value, operational efficiency, and better decision-
making.
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