If you see yourself as a rebel, a rulebreaker, someone who likes to shock the system, but you also work in insurance, then you might not be too thrilled with the results of some new research even though it seems the majority of us do like to bend those rules when we can.
Digital intelligence company ABBYY has revealed that just 30% of insurance workers rigorously follow company rules. However, that makes twice them as likely to do so than those in government. In fact, just 8% of bosses in insurance said their staff don’t have the motivation to follow processes and rules.
Still, that doesn’t mean we have an easy time with those regulations and procedures – with many pointing out there are too many rules to follow and they are often too complex.
When we do break the rules, the research points out, it’s usually in the name of good customer service – 62% of insurance bosses having confidence that we only do so for the betterment of our clients, well ahead of other sectors like banking at 50% and government at 44%.
According to ABBYY global VP Neil Murphy, automating processes might be the best way to keep staff on track.
“It’s vitally important for financial services firms to gain visibility into business processes as they actually behave, identify variances, and then identify how they can better meet current customer needs,” he said.
“This is an essential first step in achieving digital transformation. It’s especially critical for companies under unprecedented pressure, amid a perfect storm of maintaining business continuity during a pandemic, technological disruption, and evolving customer expectations that impact call centre operations. This digital transformation can be achieved using innovative process intelligence solutions.”
