The use of new, innovative, and agile technology has accelerated over the last twelve months, and we’re now seeing a variety of parties purchasing emerging platforms to capitalise on their future success.

But the implementation of such insurtech platforms is hamstrung if organisations don’t have the right people and right experience on hand.

It should come as no surprise that automated systems and artificial intelligence (AI) are increasingly taking over the workforce.

From self-service grocery checkouts to smartbot chat integrations that tempt shoppers with additional items or support, technology’s ability to perform twice the work in half the time – and at all hours – has changed the way the world conducts business.

Done well, AI streamlines inefficient processes and can reduce human error. But, what about when things are more complicated?

To use the earlier grocery example, what happens when you’re faced with that frustrating refrain: ‘unexpected item in the bagging area’ – when there is, in fact, no unexpected item?


1. Increased value of human interaction

The value of human interaction will always be a factor in keeping customers supported and happy. Just like self-serve attendants in a grocery store are necessary, so are well-trained, empathetic claims consultants who can help distressed claimants navigate systems quickly and comparatively painlessly, serving as a critical interface for complex issues.

In our industry, we know customer anxiety is already high on inbound calls as they juggle confusing options and challenging circumstances. Add to this an automated system that only recognises a set list of concerns, and you have a recipe for disaster – or at the very least, customer dissatisfaction. The value of a real human, who can respond with facts specific to the customer’s situation, translate policies into meaningful messages, and offer a voice of empathy, can be the difference between a relieved claimant and the predictor for a mass exodus of frustrated people.


2. Invest in exceptional training

As a third-party claims’ administrator, we know we must serve as an extension of our clients’ teams, so we invest considerable time and effort into finding, training and retaining the right people to seamlessly step in and provide exceptional claims support that protects our client’s reputation and business outcomes. Outsourcing claims management services streamlines the allocation of internal resources and staff, allowing in-house support to be highly responsive and adaptable to market changes and global events. By offering access to specialists with diverse skillsets, backgrounds and capabilities that may not be present within your organisation, our goal is to expand your capability while relieving inhouse pressure and even reducing costs.


3. Balance tech and the human touch

Some aspects of the customer journey can safely be replaced by – and benefit from - technology, like AI processing of claims assessment forms and triaging claims, or that partner data with human insight, and act as a helping hand that’s appreciated by customers just as much as it is by carriers.

But when it comes to more complex issues, don’t be in a rush to replace people with robots. For the sake of your business – and your claimants – tailor AI, big data and new tech to support outcomes that work for the people your business serves, while keeping a human face where it matters most. Or better still - use digital systems to conserve costs in one area of your business, so that you can invest in better human support for more complicated matters elsewhere.

We balance our outsourcing staffing solutions with industry-leading technology to achieve results and support carriers in managing their current portfolios, executing future growth strategies, and allowing businesses to get the most value from an integrated human and AI approach.


The end result?

Greater claimant satisfaction and loyalty is driven by empathetic, technically proficient, and fair service delivered by an integrated solution. That’s why we only select the right people to look after your claimants in the right way, with the soft skills to ensure customers feel supported, even when they’re hearing bad news.

Maintaining humanity in your customer interactions does more than help your customers feel supported through some of their hardest moments – it can drive customer retention and stronger results for your bottom line.

To learn about how partnering with a TPA can protect your reputation and increase business outcomes, connect with our dedicated Carrier Practice team.

Blog Author

Dawn Griffin

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