Technology complements humans by creating capacity

Understanding the Human Touch in Insurance Claims

According to Duck Creek, ensuring customer confidence in insurers relies heavily on the human element, especially during the claims process. This is a time when policyholders often feel the most vulnerable and uncertain.

The Importance of Human Interaction

Duck Creek emphasizes that while technology plays a significant role in modern insurance practices, it should not replace the personal touch that agents and adjusters bring to their interactions with clients. In moments of distress, like filing a claim, customers appreciate having a real person to turn to for guidance and support.

Technology as a Support Tool

Rather than viewing technology and human interaction as opposing forces, Duck Creek suggests that the two can work together harmoniously. Technology can enhance the efficiency of claims processing and help insurance professionals manage their workloads more effectively, allowing them more time to engage with clients on a personal level. This balance can lead to improved client satisfaction and trust.

Who Will Benefit?

This approach can especially impact in the personal lines sector, where individual claimants often require more reassurance and clarity throughout the claims process. By integrating technology to handle routine tasks while maintaining human contact for critical conversations, insurers can create a more nurturing experience for their customers.

Conclusion

Ultimately, the message from Duck Creek is clear: as the insurance landscape continues to evolve, recognizing the importance of human interaction alongside technological advancements could foster greater confidence and loyalty among clients. Insurers are therefore encouraged to prioritize this balance to enhance service delivery.

Original Source: https://www.asiainsurancereview.com/News/View-NewsLetter-Article?id=92384&Type=AIRPlus