In a study by Lexis Nexis, the results showed that carriers that had more data early in the
claims process were able to reap significant benefits for claims outcomes. These benefits
included greater efficiency, reduced costs and increased customer satisfaction.
Data Integration
Having access to data is one thing. The ability to integrate it with other systems is something
very different. One of the most significant barriers to touchless claims adoption is the
difficulty integrating with legacy core systems. This was borne out in the Celent claims
survey. Celent suggested that carriers may want to consider purchasing a claims
management solution that can be wrapped around the claims workstation. Using this
approach, the insurer can create a layer that allows them to create business rules without
entirely replacing the core system.
The Benefits of Adoption
One could argue that the pandemic was truly a catalyst for this technological evolution. At
first, organizations were hard pressed to find alternative (and creative) ways to transform the
claims process – one that hadn't changed much for decades.
Take appraisals for instance. Restrictions on in-person interaction and mandates for social
distancing severely hindered the ability of adjustors to physically inspect a damaged
automobile and develop an accurate estimate for repair. The introduction of virtualization –
using images and videos – helped to change all that.
Organizations who have deployed touchless claims are experiencing considerable tangible
and intangible benefits. These include:
THE QUEST FOR TOUCHLESS CLAIMS | 4
