We live in a world of constant change where what seems new today is already obsolete tomorrow. We are also in an era where the client is an informed, proactive person, always connected to his digital habitat, so really understanding his needs and being always present in his environment are key to the success of any insurance company.
Future Space had the opportunity to attend the II Annual Forum on Claims and Fraud Management organized by INESE in collaboration with Asitur, Proyecta, BCN Aig and BCN Iuri, which served as a meeting point and exchange of ideas between professionals from the insurance sector and all those companies that, like us, offer solutions and support to insurance companies.
José Manuel Villar of AXA Global Direct has a clear message: In any claim the client is the main focus, therefore one of the priorities to take into account would be transparency and communication. From this point he also spoke about the problem of high installation and maintenance costs of call centres for claims management.
"It is logical to think that a user satisfied with the management of his claim will be prone to re-purchase a product from the same insurance company in the future "
So, with this approach, a question arises: What would happen if an automatic claims management system were implemented? Surely some tasks of lesser value could be delegated to the digital environment, thus allowing to focus the personalized attention to the client.
Within this line of management systems, Santiago Marín of HDI-Global made an interesting contribution about the role that claims assistance centers have within insurance companies and part of this role consists of having a personality that achieves empathy with the client, who ultimately dictates the trends and where we should direct our efforts.
On the subject of the role of claims departments in insurance companies, Amelia Querol of Mapfre Global Risks said that "the claims management team should no longer be seen as the ones who only spend the money", but should be recognised as the company's value-added carrier.
Their work is an area of opportunity to be exploited because they are capable of building loyalty and attracting new customers. It is logical to think that a user who is satisfied with the management of his claim will be prone to buy a product from the same insurance company again in the future.
The forum continued and we arrived at one of the fields that we are most excited about in Future Space, that of digital transformation and the use of data. Within this part of the day there were two examples in particular that caught our attention because of their innovation and the synergy of applications.
The protagonists of the new management and the digital transformation are the clients and their experience with the insurance companies.
The first one was Javier Sirvent from ASITUR with Big Data and the gamification of small repair companies. His proposal was to develop a small game where each repair company is represented by an avatar and can see where it is located with respect to its competitors, thus encouraging competition to achieve greater customer satisfaction and gradually changing the way companies work, always having technology and artificial intelligence as great allies.
The second example was provided by Alfonso Conde de Grandes Brokers, where the Big Data can be used to perform a scoring of car workshops that best suits each specific car accident and its repair needs. In this way, a personalized, fast and efficient incident management would be created.
At the end of the day, Alex Sanchez, CEO of Grupo Proyecta, spoke about digital clients, mentioning new techniques and applications for the management and monitoring of claims such as video assessment, where the operator sends photos and video of incidents in real time to the management center of the insurance company, which analyzes it and then warns the insured to communicate the extent of the damage.
In addition, this system offers the policyholder real-time monitoring of the claim and self-management, as well as a customer experience that translates into knowledge and understanding of the claim by the insurer.
As a conclusion, we can say that the protagonists of the new management and digital transformation, are the customers and their experience with the insurance companies, since this promotes new profits for the companies and even more important, the retention and loyalty of them for future purchases and services.
