Finding a New Gear – Controlling Motor Claims Costs through IA

Presented by

Darrell Reid, Zurich & Neil Ashley, Aviva & Peter Edgar, RSA Insurance & Hugh Pelling, Blue Prism

About this talk

Gaining control over the claims process to reduce costs and improve customer experience is more critical than ever. Watch this webinar on demand produced with Insurance Post, to learn from motor claims industry specialists how intelligent automation and other technologies can be used to achieve this. In this webinar we will discuss: •How easy is it to change both policyholder and employee habits/mindsets to help lay the groundwork for introducing EFNOL? •Are there any dangers that need to be overcome in terms of using real-time automated data capture either by voice or image at the scene of an accident? •What are the biggest benefits of automating the traditional FNOL process so the insurer gains sight of necessary policyholder information quicker? •How about other parts of the process including recovery/repair, settlement processing and customer service/contact centre interaction? •Are their fears that the economic gains of automated instant decision making may be lost to increased fraud/other extraneous costs? •What are the biggest barriers to automating the motor insurance claims process – both internal [traditional processes, legacy technology, lack of investment budget etc.…] and external [mobile network, supply chain etc. …]? •Specifically, what needs to change culturally in order to lay the groundwork for introducing EFNOL and an automated claims process? •How do you make the best investment case to the board to increase the digitalization of the motor claims journey? •If motor is seen as an obvious test cast for automating claims, how could you see the wider business? •Could claims be a starting point for wider use of automation across an insurance company; and if so how might the wider business benefit? Darrell Reid – Claims Digital Experience at Zurich Neil Ashley – Head of Claims Innovation at Aviva Peter Edgar – Head of Motor Claims Operations at RSA Insurance Hugh Pelling – Account Director at Blue Prism

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