The moment of truth comes in the event of a claim, as this has a major impact on customer satisfaction. Customer needs have changed considerably in recent years, moving away from being pure premium payers to claimants. Customers expect an increasingly higher level of service for their money. Insurers are increasingly forced to view claims handling "through the customer's eyes". This rising service expectation is increasingly presenting insurers with challenges, some of which involve considerable additional expense. In addition, insurers are also confronted with rising costs for claims expenses, for example due to increasing prices for spare parts and new repair methods.
The design of the customer interface and customised claims processing play a decisive role in this context. By developing digital solutions such as claims apps, customers' needs can be met and the company's own processing costs can be efficiently reduced, for example through (partially) automated claims processing. The increasing integration of external service providers also requires greater orchestration of claims processes.
