Digital transformation has revolutionised nearly every industry, including insurance claims management.

The manual processes and workflows of the past are now being replaced at a rapid pace by automated tools and technologies designed to help employees process claims quicker and more effectively than ever before.

While there are obvious benefits to this shift, it brings with it a new set of concerns. Chiefly, how can the modern claims handler keep up with these changes and maximise their use? What implications does this have on current and future hiring requirements?

Today, we're taking a closer look at the effects that digitisation has had on this sector, as well as the skill sets that will be required moving forward.

Navigating Sensors and Connected Devices

Personal sensors might not be brand-new tech, but their applications are widely expanding. In addition to sensors attached to buildings, homes and cars, there are even wearable sensors that allow insurers to track users remotely.

Today, handlers can use the data collected by these devices to learn as much as possible about each claim. At the same time, insurers can use the inputs they receive to help prevent future accidents that may lead to subsequent claims.

As a result, it's predicted that overall claim volumes will trend downward. Yet, this will only be the case if claims handlers are able to understand and use the technology at their disposal. Can they interpret the data that the sensors captured? Are they able to use it to verify if a claim is valid?

Meeting customer expectation requires becoming well-versed on these devices and their components. As sensors and connected devices continue to grow in scale and sophistication, knowing how to optimise the insights they capture will be critical.

Understanding Cybersecurity Risks

While cybersecurity has always been a concern for insurers, it's now an even greater priority. This is due to the fact that such a large amount of data is now handled and processed completely online. 

Not only is this data mission-important, but it's also highly sensitive and often confidential. As it passes through myriad business systems, it must be met at every touchpoint by a secure and safeguarded information management system.

Legacy systems and outdated processes are quickly giving way to newer, automated platforms capable of processing claimant information from start to finish. Not only are these more trustworthy than manual efforts, but they also help protect the company from liability. 

If a claims handler is resistant to these new solutions, it could put both the company and the client at risk.

Demands for Personalisation

It's no secret that today's customer is highly discerning. Digital disruption has opened up a chasm of options for nearly every service, and insurance is no exception.

As such, they're expecting more from companies before agreeing to work with them. Specifically, they're demanding personalisation at every turn. For their part, they're willing to share personal information for the range of benefits they expect. 

According to one recent survey, 80% of consumers would share such data to receive:

• Lower prices
• More relevant, personalized insurance offers
• Personalized alerts
• Quicker claims processing

In 2017, only 57% of consumers made this same statement, revealing the uptick in demand for intelligent, personalised insurance services. 

Automated information systems and modern chat/communication platforms make this step achievable, but they're only as smart as the handlers behind them. If a company fails to successfully implement digital or mobile solutions, it could mean falling behind more future-focused competitors.

Especially as more claims handlers continue to work remotely, they'll need to be accessible to communicate with claimants in real-time, via the platform they prefer.

Social Media Savviness

Another way that consumers are seeking connection with the companies they trust? They're hopping online and engaging with them on social media. 

Some are composing tweets, some are sending messages on LinkedIn, and others are simply tagging company names in their Facebook posts. Either way, they want a response and they want it as soon as possible.

A claims handler should clearly understand how to access and use basic social media tools. This is especially important when it comes to following up on claims and answering claimant questions. Gone are the days when all communication happened via email. Now, it's not uncommon to receive a social media message with such an inquiry, and prompt resolution speaks volumes. 

Artificial Intelligence for Small Claims

As technology continues to streamline and simplify the claims process, it's expected that artificial technology (AI) will play an even bigger role.

How would this work?

In some cases, smaller claims (e.g. any that fall under $1,000) may be handled fully by AI-powered machines. If this happens, the claims process could take mere hours, rather than days. Manual, less complex tasks could be reduced or even eliminated if core claims systems become more capable. 

However, such a shift would require handlers to understand how to navigate such systems. This will necessitate the need for the right technology suite that will help insurance companies maximise their workflow, even as claim volumes grow. 

Complex Skills for Adjusting and Analysing

As mentioned, lower-level tasks are poised to become less tedious as automation and AI gain traction. Instead, companies will look for claims professionals who have a higher degree of claims handling experience, along with robust analytical capabilities. 

The right core claims solution, coupled with a powerful content services platform, could empower such high-level employees to make optimal use of the tools at their fingertips. 

The Modern, Tech-Savvy Claims Handler

This is an exciting time to be an insurance claims handler. As disparate legacy systems become more obscure, they're clearing the way for smarter, more automated platforms that provide richer data, meet customer demands, and expedite the overall process.

Looking ahead, employees who excel in this role will be flexible and willing to learn. Rather than holding tight to the systems and steps they've known, they'll embrace these new solutions and learn to excel in them. 

Looking for more advice on ways to stand out in this industry? We've got the answers you need, including this post on the best new ways to connect with policyholders