An ongoing survey is offering insight into the major challenges facing brokers today with complaints ranging from excessive cost-cutting measures to inexperienced staff.
“Insurers keep trying to save money at the expense of the customer experience,” wrote one respondent, when asked about the biggest challenges in relation to claims innovation.
“Assessors have too much workload and seem more and more vulnerable to the insurers,” continued the professional, who identified himself as a director at an insurance consultancy.
“It is a continual policy for insurers to employ inexperienced staff and neglect to train them on the claims processes,” wrote another respondent, when asked the same question.
“I would say the staffing of claims departments is the greatest challenge – keeping experienced claims staff – ensuring claims staff approach claims with a flexible outlook to ensure a smooth claims experience for the client,” added the claims manager .
However, major insurers also had their own complaints with one property assessment manager pointing to the rapid pace of change as a major obstacle within the industry.
“The pace of change is difficult for a traditional industry like ours,” wrote the respondent. “It is difficult to be nimble as an incumbent.”
Technology was also raised by many respondents with one professional bemoaning the segregated nature of the various platforms and IT systems on which claims are managed.
“The ideal solution is that there is a common platform to which each and every stakeholder utilises and provides the relevant information,” they wrote. “However, without stakeholder (particularly insurers) fully supporting a common platform then unless there is a sophisticated interface it is unlikely to be an eventuality.”
The Insurance Business Claims Innovation Survey remains open for industry professionals to share their insights on a variety of questions and concerns. Anyone interested in participating is encouraged to do so online.
