There are a couple of very capable InsurTech businesses who focus specifically on enhancing the customer's journey when they have a claim (notably RightIndem, but also look at Kennedy's law who are transforming how claims that progress to dispute are handled), and it is now wonder that US Claims Brokers have identified it as a key area in which Insurers can innovate.
in the US, Technical Ability is the strongest driver of Claims Satisfaction. It’s also an area where insurers generally excel, as they do in London. Claims teams are proud of their technical expertise, and so they should be; but that is intrinsically internally focus and that focus needs to move outwards i.e., on the customer. That is innovation. So what can claims teams do to be more innovative? They can ensure all levels of staff understand the customer’s business. (This has the added bonus of engaging junior claims team staff!) They must support the brokers in their relationships with the customer by being proactive and communicating timeously and effectively across brokers, 3rd parties and customers. And, perhaps most importantly, they use technology to help them do all of this.